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.

As a Customer Success Account Manager (CSAM), you are the primary consumption 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, drive acceleration of cloud adoption from Pilot/MVP to production, orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

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

Join our team and be one who empowers people and supports companies in their Digital Transformation! When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on organizations and how people work.

Key Accountabilities include:

Customer Relationship Management

· Learns customer, partner, and internal stakeholder engagement models. Supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps.

· Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Learns how to guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Learns how to map internal roles to customer priorities to action the needs of customers. Learns how to develop key internal stakeholder relationships.

Technical Relevance

· Grows technical aptitude and industry awareness to translate customer interactions into customer business impact and value.

Customer Success Leadership

· Listens to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account. Understands the organizational and customer success strategy. Understands Microsoft technology and services. Participates in account team planning, learning to identify 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 customers to design programs of work.

· Supports the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Learns and begins to apply the use of Microsoft delivery management methodologies, processes, and tools to assess customer operational health. Supports the identification and mitigation of customer blockers by leveraging Microsoft solutions and services, and the development of 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. Supports escalation management and communications for delivery programs in the customer account.

Qualifications

· Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 1+ year(s) work or internship experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.

· We are hiring for multiple roles with specific language requirements, such as, Spanish, Italian and Arabic.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .