Customer Success Account Mgmt IC5

13 أغسطس، 2022

0 8 5 دقائق

Job Description

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.
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
. Creates strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO]), partners, and technical professionals through a team of more junior Customer Success Account Managers (CSAMs) to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist). Drives accountability for top-tier customer relationships. Expands and ensures strategic customer and partner relationships beyond the current support contract owners to ensure relationships exist to build the plan with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.
. Synthes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects across multiple planning horizons. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. 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
. Cultivates the image of Microsoft as a valued business partner by aligning the vision for Microsoft's offerings with customer's overall business and Information Technology objectives, as well as future industry needs, to balance strategic priorities across short-term, mid-term, and long-term objectives. Develops multiple complex programs and identifies executive sponsors for a contract and prioritizes engagements across solution areas to address strategic outcomes and drive customer success, taking into account deep insights about the industry as well as the customer. Challenges the customer and influences them to commit to major change efforts by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change, as well as insights from competitors. Supports account planning and acts as a change agent for the practice and advocates internally to help customers transform to modern digital approaches.
. Takes a leadership role in a global team to plan a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads globally. Ensures there is a robust consumption plan as part of account plan. Leads development of consumption plan. Leads support contract renewals and transformation, aligns with local growth goals, scopes opportunities, and develops net new customer acquisition strategies or add-on business for some of the most challenging and complex customers (e.g., global, high-revenue generation, complex transformation, strategic accounts) in partnership with Sales and Account teams across solution areas. Manages multiple complex opportunities to support 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
. Leads the community or geographic area in recommending innovative opportunities for growth. Captures and communicates and brings forward recommendations from customer insights to lead sellers in identifying and producing cloud consumption and support sales opportunities. Directly enables cloud consumption revenue through consumption planning and participating in consumption opportunity development from envision to commitment.
Consumption and Delivery Execution
. Takes ownership for team coordination and leads efforts to connect identified opportunities, questions, and/or issues from the most prominent and/or challenging customer organizations. Leads matrixed internal Microsoft technical/sales teams and partners to address (e.g., involving a large number of teams, multi-technology), using a breadth of technical knowledge and industry experience to identify a broad set of internal teams in highly complex or unique customer situations and ensure progress across solution areas. Anticipates, identifies, and mitigates blockers to customer success goals. Develops widespread initiatives to coach colleagues on common consumption blockers in the industry and implements innovative approaches to address them.
. Leads and is accountable for the strategic direction of solution deliveries across teams, mentors others, and secures resources to deliver on customer obligations. Accelerates production level consumption through the 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 delivery of support for the resolution of critical escalated issues by partnering with Incident Managers and Support team. Shares updates to the customer and manages their expectations at a leadership level. Analyzes and leverages support-related feedback across multiple practice areas within a country or community and works with the organization to implement long-term solutions that drive continuous process improvement.
Technical Skilling
. Leverages deep technical expertise to act as a technology advisor and visionary. Connects business to technology. Operates at the level of an enterprise architect for engagement with the customer. Articulates cross cloud technology, solutions, and services in a compelling way to all audiences. Tailors messaging to specific audiences. Forecasts resource needs and timing to help removes obstacles. Leverage experience as a practitioner of technology across two cloud workloads/areas from design through operations to lead program governance and execution oversight. Leverages experience leading large projects or small programs that include elements of global delivery and/or partners to apply systems thinking and help anticipate changes that could affect key projects.
Customer Success Strategy
. Contributes to corporate and Customer Success strategy, organizational direction, and customer initiatives to align managers and individual contributors. Adapts corporate and Customer Success strategies to build alignment with key stakeholders and drive toward achieving portfolio goals.
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
o 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
o 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
o 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
o 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.
. prosci or equivalent certification.