Customer Success Account Mgmt IC5

27 سبتمبر، 2022

0 5 3 دقائق

Job Description

We are looking for a highly motivated and passionateCustomer Success Account Manager (CSAM)to drive program management for Strategic accounts that have a significant number of key cross cloud workload engagements running concurrently. As the CSAM you will drive acceleration of cloud adoption from Pilot/MVP to production for customers cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.
The CSAM will be part of ourCustomer Successorganization. Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
As a Customer Success Account Manager, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships. The prevailing business priority is the customers successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more!
Customer Relationship Management

Creates strategic relationships with key customer stakeholders, partners, and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist).
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
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

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.
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.
Manages multiple complex opportunities to support the efficiency targets of their portfolio through the delivery of contracts and customer value.

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 Microsoft technical/sales teams and partners to address 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.
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.

Technical Skilling

Leverages deep technical expertise to act as a technology advisor and visionary connects business to technology.
Articulates cross cloud technology, solutions, and services in a compelling way to all audiences. Leverage experience as a practitioner of technology across two cloud workloads/areas from design through operations to lead program governance and execution oversight.

We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
required 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.

5+ years relevant work experience within customer industry.
microsoft or competitor equivalent certification in relevant technologies (e.g., azure, 365).
solid understanding of microsoft's products, technologies and solutions.
technologies: cloud, mobile, web application development, cloud-native application architecture
information technology infrastructure library (itil) foundation certification or equivalent service management certification.
project management institute (pmi) or equivalent project management certification.
english and arabic speaker