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Customer Success Account Manager

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Microsoft

6d ago

  • Job
    Full-time
    Senior & Expert Level
  • Customer Relations
    IT & Cybersecurity
  • Darmstadt, +3

AI generated summary

  • You need a relevant bachelor’s or master’s degree and customer success experience, plus Azure knowledge, applicable certifications, and ITIL or project management credentials.
  • You will manage customer relationships, align Microsoft solutions with business objectives, drive adoption, lead strategic program execution, and mitigate blockers for ongoing customer success.

Requirements

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND several years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND multiple years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.
  • A good foundation in Microsoft Azure cloud services and experience with deployment programs is highly desirable.
  • Multiple years of relevant work experience within customer industry.
  • Microsoft or competitor equivalent 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.

Responsibilities

  • Customer Relationship Management
  • Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders.
  • Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
  • Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). 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 and provides input into customer priorities.
  • Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.
  • Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with 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.
  • Technical Relevance
  • Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
  • Leverages broad foundational industry and technical expertise to enable customer success.
  • Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions.
  • Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors.
  • Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
  • Customer Success Leadership
  • Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers.
  • Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
  • Leads the strategic 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 to deliver ongoing customer success. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work.
  • Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
  • Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs).
  • Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.

FAQs

What is the primary role of a Customer Success Account Manager at Microsoft?

The primary role is to act as a delivery lead and partner for strategic customers, helping them achieve their business outcomes by accelerating value realization across Microsoft Digital Cloud platforms.

What qualifications are required for the Customer Success Account Manager position?

A Bachelor's or Master's Degree in Business, Sociology, Psychology, Computer Science, or related field is required, along with several years of relevant experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.

Is experience with Microsoft Azure cloud services necessary for this role?

While a good foundation in Microsoft Azure cloud services and experience with deployment programs is highly desirable, it is not strictly required.

What certifications are preferred for this position?

Preferred certifications include Microsoft or competitor equivalent certifications in relevant technologies (e.g., Azure, 365), ITIL Foundation certification, Project Management Institute certification, and Prosci or equivalent certifications.

What types of relationships will the Customer Success Account Manager be responsible for building?

The Customer Success Account Manager will build and maintain relationships with key customer stakeholders, partners, and internal teams to enable effective solution delivery and customer success.

How does this role contribute to customer business outcomes?

The role supports customer business outcomes by aligning Microsoft solutions with customer goals, facilitating strategic conversations, and proactively managing program execution to address customer needs and mitigate blockers.

Will the Customer Success Account Manager be involved in customer engagement strategies?

Yes, the Customer Success Account Manager will build and coach others on customer engagement strategies and will work to expand customer and partner relationships beyond current contracts.

What is expected in terms of operational health for customer projects?

The Customer Success Account Manager is responsible for ensuring ongoing customer operational health through effective program planning, stakeholder management, and by addressing blockers to service consumption.

How does Microsoft define success for the Customer Success Account Manager role?

Success is measured by the ability to drive customer value realization, optimize usage, maximize retention, and minimize churn by aligning Microsoft offerings with customer objectives.

Is there an emphasis on diversity and inclusion in hiring for this position?

Yes, Microsoft is an equal opportunity employer, and they are committed to creating an inclusive culture that values diversity in hiring practices.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

Mission & Purpose

Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.