Technical Customer Success Account Manager

Microsoft

Dec 10

Applications are closed

Job
Full-time
Senior Level
Customer Relations
Product

Requirements

Required/Minimum Qualifications
* Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ 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 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
* OR equivalent experience.
Additional Or Preferred Qualifications
* 8+ 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.

Responsibilities

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.
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.
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.
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.
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.

FAQs

What are the primary responsibilities of a Technical Customer Success Account Manager?

The primary responsibilities include building and coaching on customer engagement strategies, managing key stakeholder relationships, leading program planning, monitoring customer success outcomes, identifying blockers to consumption, and aligning Microsoft solutions with customer objectives.

What qualifications are required for this role?

A Bachelor's Degree in a relevant field with 8+ years of experience, or a Master's Degree with 6+ years of experience in customer success or related areas is required. Equivalent experience is also acceptable.

Are there preferred certifications for this position?

Yes, preferred certifications include Microsoft or competitor equivalent certifications (e.g., Azure, 365), ITIL Foundation certification, Project Management certification (PMI), and Prosci or equivalent certification.

What skills are essential for success in this role?

Essential skills include strong customer relationship management, excellent communication and interpersonal skills, technical knowledge of Microsoft solutions, data analysis abilities, and a proactive approach to identifying and mitigating customer challenges.

Is prior experience with Microsoft technologies necessary?

While not strictly necessary, having relevant experience with Microsoft technologies such as Azure and Office 365 is highly advantageous in this role.

Does this position require travel?

Travel requirements may vary based on customer needs and engagements, but it is common for customer success roles to include some travel.

What does a typical customer engagement look like for this role?

A typical customer engagement involves leading strategic conversations with customers, aligning their objectives with Microsoft solutions, conducting program reviews, and proposing actionable plans to drive customer success and maximize value realization.

Will I be working with cross-functional teams in this role?

Yes, collaboration with internal account team leaders, technical specialists, and stakeholders across various departments is a key aspect of this role to ensure customer success.

Is there a performance evaluation framework for this role?

Yes, performance evaluation typically centers on customer outcomes, satisfaction levels, and the successful execution of customer success plans.

Can I negotiate my benefits package if hired?

Yes, benefits packages may be discussed and negotiated during the hiring process, based on individual needs and corporate policies.

Microsoft

Technology

Industry

10,001+

Employees

1975

Founded Year

Mission & Purpose

Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.

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