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Customer Success Account Mgmt
Há 1 mês
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide differentiated and connected customer experience.
Do you have a passion for Microsoft Technologies using best-in-class tools created by Microsoft? Are you looking for a role where you can interact directly with large enterprise customers to nurture long-term trusted relationships, plan a portfolio of work to drive outcomes aligned with customer's prioritized solutions and workloads globally using a breadth of technical knowledge and industry experience to identify a broad set of internal teams in highly complex or unique customer situations and ensure progress across solution areas? Do you want to join one of Microsoft's fastest growing businesses? If so, we are looking for you At our company, we value and celebrate the unique perspectives and contributions of individuals from all backgrounds, including Women, Black, LGBTQ+, and individuals with disabilities.
**Responsibilities**:
**Customer Relationship**
- Build long-term trusted relationships with senior customer decision makers, including their Chief Technology and Information Officers, and business unit leaders.
- Exhibit proven leadership and executive presence.
- Manage customer communication effectively during critical incidents, especially toward C-level executives.
- Orchestrate delivery through cross-functional teams, providing operational guidance.
- Lead executive committee meetings to monitor delivery progress and customer support experience, promoting a proactive agenda.
- Provide detailed reviews of service disruptions, metrics, and risk management.
- Ensure key workload environments remain operationally healthy.
- Drive change management to move the customer’s team from a reactive to a proactive approach.
- Support the Customer Success Account Management team by providing technical updates during monthly service review meetings as necessary.
- Lead monthly steering committee meetings to monitor support experience and delivery progress, addressing blockers and required actions.
- Align with Customer Success Account Managers to define a proactive activities agenda.
- Act as the voice of the customer, driving feedback and insights across communities to track and prioritize using established channels.
- Build deep technical relationships with senior IT executives and manage various stakeholder relationships to get consensus on solutions/projects.
- Drive decisions collaboratively, resolve conflicts, and ensure follow-through with exceptional communication skills. Orchestrate, lead, and influence virtual teams for successful customer project implementation.
- Influence and evolve strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health, leveraging partnerships with account team leaders and orchestrating across stakeholders.
**Trusted Advisor**
- Respectfully challenges customers/partners when going in the wrong direction and escalates appropriately.
- Understands the competitor's architecture solutions and identifies Microsoft's strengths over competitive solutions to drive conversations with customers/partners and convince them of solution.
**Technical**
- Remove blockers in the delivery chain by engaging in onboarding assessments to build the “Know-ME” factor, proactive services, and adoption of recommended practices.
- Possess broad knowledge of Microsoft Azure Technologies (e.g., IaaS, PaaS, Networking, Dev).
- Demonstrate technical leadership to guide delivery teams in meeting customer expectations and resolving technical issues swiftly.
- Integrate Root Cause Analysis findings and remediation plans into Proactive Support Delivery Projects.
- Lead discussions with customer operational teams to track the progress of reactive incidents and proactive activities.
- Assist the customer by addressing any technical delivery concerns/questions related to Microsoft technologies and act as a single point of contact for critical issues/escalations.
- Escalate and track critical support cases.
- Utilize problem-solving skills to address customer issues through cloud technologies.
- Participate in scheduled changes to the environment as required, collaborating with Cloud Solution Architects and the Customer Success Ac
