Customer Success Account Manager (CSAM) at Microsoft-apply!

• In addition to being our customers’ strategic partner, you drive our account team’s delivery as a Customer Success Account Manager (CSAM). Execution of our Customer Success Contracts and coordination of cross-functional programs that provide value to customers and facilitate transformative customer results fall under your purview. With this position, you’ll be able to further develop your cloud and industry expertise, leverage your delivery management skills, and accelerate your career progress.
• The goal of Microsoft is to enable every individual and every organization on the earth to reach greater heights. As coworkers, we approach our work with a growth mentality, innovate to enable others, and work together to achieve our common objectives. We strive to provide an inclusive culture where everyone can succeed at work and beyond by building daily on our core values of respect, integrity, and accountability.

Responsibilities
Customer Relationship Management

• Learns about the role of customer engagement and builds foundational relationships with technical professionals and important customer stakeholders, such as information technology directors, chief technical officers, chief innovation officers, and line-of-business leaders. This is done in partnership with other account team leaders, such as account executives and account technology strategists, and with advice from senior colleagues, to enable quality solution delivery and health. builds on the present support contract owners and extends and guarantees customer and partner connections by emphasizing the leading definition of business results and the best ways to match consumption strategy with customer priorities.
• Gathers information on the business and Information Technology objectives for customer organizations, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.

Account Planning

• Drives conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change. Supports account planning and advocates for change internally to help customers transform to modern digital approaches.
• Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer’s prioritized solutions and workloads. Creates opportunities for support contract renewals, partners with sellers lead to upsell, and transition to Unified Support by aligning to local growth goals across solution areas. Supports the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.

Opportunity and Pursuit Management

• Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing opportunities (e.g., add-ons, cloud consumption, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Proactively seeks opportunities to develop the value of support and expand offerings by communicating the customer value to an internal audience. Directly enables cloud consumption revenue through consumption planning.

Consumption and Delivery Execution

• assumes responsibility for team management and establishes connections with customer organizations on opportunities, queries, and/or problems. Leads intricate Microsoft internal technical/sales teams or partners in addressing complicated issues (e.g., involving several teams and multiple technologies). Utilizes extensive technical understanding to identify a wide range of internal teams and guarantee advancement across solution areas. finds and removes obstacles to the aims of customer success.
• Leads and is accountable for the direction of solution deliveries and secures resources to deliver on customer obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Analyzes and leverages support-related feedback across a practice area and recommends solutions to drive continuous process improvement.

Technical Skilling

• Leverages intermediate technical expertise to act as a technology advisor and visionary. Connects business to technology. Speaks to necessary technology, solutions, and services for specific customer scenarios. Contributes to forecasts of resource needs and timing to help removes obstacles. Leverages experience as a practitioner of technology across one cloud area from design through operations and within another cloud workload/area to lead program governance and execution oversight. Leverages experience leading large, multi-stream technology projects from design to production to help anticipate changes that could affect key projects.

Qualifications
Required/ Minimum qualifications:

• Bachelor’s degree in engineering, Information Technology, Business, or related field AND 6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR master’s degree in engineering, Information Technology, Business, or related field AND 4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.

Additional Or Preferred Qualifications

• Bachelor’s degree in engineering, Information Technology, Business,
  • OR related field AND 12+ years solution delivery, practice management, customer-facing consulting,
  • OR portfolio management experience
  • OR master’s degree in engineering, Information Technology, Business, or related field AND 10+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.
• 5+ 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.