Overview
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. You develop, maintain, and build upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships. You are guiding and leading conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. As a CSAM, you partner with top customer Executives to create a customer success plan and steer against the agreed outcomes specific to drive business transformation. You will lead the 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. You will partner with your customers to proactively identify opportunities for growth, optimize usage, and drive adoption.
Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise. This role is flexible in that you can work up to 50% from home.
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.
Responsibilities
Customer Relationship Management
- Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
- Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). 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 and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.
- 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. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.
Technical Relevance
- Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions. Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
Customer Success Leadership
- Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
- 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. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
- Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers
- to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.
Other · Embody our culture and values
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR equivalent experience.
Additional or Preferred Qualifications
- 3+ years 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.
- Project Management Institute (PMI) or equivalent Project Management certification.
- Prosci or equivalent certification.
- Possess or ability to attain a minimum Security Clearance for the Singapore Government
