Customer Success Account Management

Builds and executes shared plans with customers. Manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively. Provides direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. Sets priorities for Microsoft to contribute to the customer’s success in those areas. Plans the delivery of services to achieve success criteria for top priority solutions and workloads. Provides direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads. Develops and executes technical skilling plan to build technical expertise aligned with customer and business priorities.

**Responsibilities**:
Customer Relationship Management
- Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands customer relationships beyond the current support contract owners with a focus on understanding business priorities and how they tie to consumption outcomes.
- Gathers information on the business and Information Technology objectives for customer organizations to identify customer needs and create a shared plan to support customer outcomes using partnerships with other account team leaders. Captures new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects.

Account Planning
- Engages in conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Articulates the case for change to drive solution and operational health in collaboration with other account team leaders. Supports account planning to help customers transform to modern digital approaches.
- Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, partner with seller's to lead to upsell and transition to Unified Support by clearly articulating customer outcomes and how Support capabilities can help them achieve those outcomes. Supports efficient delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.

Opportunity and Pursuit Management
- Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing support revenue opportunities (e.g., add-ons, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Directly enables cloud consumption revenue through consumption planning.

Consumption and Delivery Execution
- Connects identified opportunities, questions, and/or issues from customer organizations. Works with the appropriate internal Microsoft technical/sales teams or partners to address, using foundational technical knowledge to identify the right internal teams. Begins to take ownership for team coordination. Identifies and mitigates blockers to customer success goals.
- Leads and is accountable for the execution of customer support obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for challenging and/or complex customer accounts (e.g., high-revenue generation, complex transformation) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Shares support-related feedback through appropriate channels to drive continuous process improvement.

Technical Skilling
- Leverages intermediate technical expertise to act as a technology advisor and visionary. Begins to connect technical considerations to business needs. Identifies cross cloud technology, solutions, and services to help address specific customer scenarios. Articulates cross cloud technology components and how they aggregate to heterogeneous solutions. Leverages experience as a practitioner of technology