Customer Success Account Manager, Customer Experience & Success (CE&S)

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Customer Experience & Success team is currently seeking Customer Success Account Managers (CSAM) to develop, maintain, and build upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships. The CSAM guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. They will also partner with the 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. In addion, the CSAM will:

• Leverage understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
• Engage in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
• 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.
• Partner with customers to proactively identify opportunities for growth, optimize usage, and drive adoption.

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.

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
  • 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
  • OR equivalent experience.
• 1+ year(s) relevant work experience within customer industry.
• Microsoft or competitor equivalent (e.g., Amazon Web Services) certification in relevant technologies (e.g., Azure, 365).
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.

Customer Success Account Mgmt IC3 - The typical base pay range for this role across the U.S. is USD $80,900 - $162,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $105,300 - $176,900 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Responsibilities:

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 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.

Customer Success Leadership

• Initiates conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account.
• Adopts the organizational and customer success strategy.
• Begins to align Microsoft technology and services with the customer goals and objectives.
• Supports account team planning, promoting business and technical needs for change.
• Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
• Works with their customers to design programs that improve operational health.
• Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Applies the use of Microsoft delivery management methodologies, processes, and tools to manage customer operational health.
• Identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work with guidance from more experienced colleagues.
• Orchestrates delivery resources to facilitate value realization with a focus on driving operational health.
• Performs delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.
• Provides escalation management and communications for delivery programs in the customer account.
• Identifies actual and potential blockers to consumption through data analysis and feedback from customers.
• Mobilizes resources to address actual and potential blockers to consumption and associated issues.
• Holds accountability for identified consumption milestones and their completion.
• Partners with customer to track progress, resolve blockers, and keeps activities on schedule to ensure meeting consumption milestones.
• Tracks adoption and usage of Microsoft products and services, works with customers to identify areas where adoption could be improved, and takes action to drive usage.
• Develops and leverages an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.