Customer Success Account Manager will be responsible for creating and maintaining strategic relationships with key customer stakeholders, partners, and technical professionals. The role involves driving accountability for top-tier customer relationships, identifying customer needs, and creating shared plans to support outcomes specific to the customer and common to the industry
Responsibilities
Customer Success Account Manager’s job involves cultivating Microsoft's image as a valued business partner, aligning Microsoft's offerings with the customer's overall business and IT objectives, as well as future industry needs, to balance strategic priorities across short-term, mid-term, and long-term objectives. The role also involves taking a leadership role in a global team to plan a portfolio of work to drive outcomes aligned with customer's prioritized solutions and workloads globally. The Customer Success Account Manager also takes ownership of team coordination, leads efforts to connect identified opportunities, questions, and/or issues from the most prominent and/or challenging customer organizations, and leads matrixed internal Microsoft technical/sales teams and partners to address them. Additionally, the role requires leveraging deep technical expertise to act as a technology advisor and visionary, and to articulate cross-cloud technology, solutions, and services in a compelling way to all audiences.
Customer Relationship Management
- Builds customer, partner, and internal stakeholder engagement models. Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues. Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft.
- Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers. Holds, maintains, and nurtures internal stakeholder relationships. Learns how to establish senior/executive internal relationships. Develops communication techniques for holding business value conversations at customer executive levels.
- Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions. Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders.
Technical Relevance
- Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value. Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions. Develops an awareness of the cloud technology marketplace, including Microsoft competitors.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
o OR equivalent experience.
Additional or Preferred Qualifications
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
o OR equivalent experience.
- 1+ year(s) relevant work experience within customer industry.
- Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
- Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
