Customer Success Account Manager

Join to apply for the Customer Success Account Manager role at Microsoft . Responsibilities Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Understands, identifies, and aligns Microsoft solutions, and technical capabilities. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Customer Relationship Management : Builds and coaches others on engagement strategy; develops and maintains foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health. Expands relationships beyond the current Unified Support contract with a focus on defining business outcomes and aligning Microsoft strategy to customer priorities. Identifies, navigates, communicates, and influences key customer stakeholders; guides conversations to achieve customer objectives by leveraging Microsoft investments. Maps internal roles to customer priorities and maintains internal stakeholder relationships; leads business value conversations at executive levels. Initiates gathering of information on business and IT objectives; partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of business transformation programs and industry needs. Customer Success Leadership : Leads strategic program planning and reviews, prioritizes engagements, and manages expectations to deliver ongoing customer success. Uses Microsoft delivery management methodologies to improve customer operational health. Identifies blockers and develops deliverable programs of work; orchestrates resources to realize value and ensure alignment with account priorities. Leads delivery program reviews and escalation management. Engages with customers to demonstrate alignment between objectives and the Microsoft portfolio; promotes customer success strategy and aligns Microsoft technology/services with customer goals. Links CSPs with account plan priorities and develops bookable programs of work; challenges the customer to drive change and improve operational health. Proactively identifies blockers to consumption, mobilizes resources, and ensures delivery on Customer Success Plans. Partners with customers to identify growth opportunities, optimize usage, and drive adoption; aligns offerings to customer objectives to maximize retention. Technical Relevance : Understands and aligns Microsoft solutions (e.g., Azure, Modern Work, Dynamics) to customer needs. Coordinates with technical specialists to address complex scenarios and identify cross-cloud technology solutions. Qualifications Required/minimum qualifications : Master’s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management; OR Bachelor’s Degree in related field AND 4+ years of experience; OR equivalent experience. Additional Or Preferred Qualifications : Master’s Degree with 6+ years of relevant experience OR Bachelor’s Degree with 8+ years of relevant experience; 3+ years relevant work experience within customer industry; Microsoft or competitor certifications (e.g., AWS) in relevant technologies; ITIL Foundation or equivalent service management certification; PMI or equivalent Project Management certification; Prosci or equivalent certification. Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. #J-18808-Ljbffr