Customer Success Account Manager
Microsoft
London United Kingdom
3d ago

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.

This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

Job Description Responsibilities :

  • Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.
  • Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premise workloads.
  • Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.
  • Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.
  • Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.
  • Qualifications

    We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive program management for Strategic accounts that have a significant number of key cross cloud workload engagements running concurrently.

    As the CSAM you will drive acceleration of cloud adoption from Pilot / MVP to production for customers’ cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.

    Experience of success in complex technical engagement management and / or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software / services solution preferred.

    Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.

    The CSAM must show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.

    Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts.

    Experience in managing various stakeholder relationships to get consensus on solutions / engagements required.

    Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.

    Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.

    Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators and Data Scientist).

    Technical - Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred.

    Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs preferred.

    Education - Bachelor’s degree or equivalent work experience. Bachelor's degree in Computer Science, Information Technology, Engineering or related field preferred.

    Certification(s) in the following preferred :

  • Project Management : PMP
  • Technologies : Cloud, mobile, web application development, cloud-native application architecture
  • Travel required : 0-30%
  • Relocation will be considered for qualified candidates. This role also offers homeworking.
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