Job details
Job type full-time
Full job description
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 executive relationships at our customersThe prevailing business priority is the customers’ successful adoption and productive use of microsoft cloud technologiesYou are front and center with our customers in support of their digital journey and empowering them to achieve more
Experience - 12+ years of success in senior roles attributing to technical cloud engagement and delivery management and/or program management for large customers is requiredPrior work experience in a program manager position focused on cloud and software/services solution preferred.
Leadership - this role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situationsThe csam must show leadership in teams comprised of microsoft, partner and customer resources who may be engaged in the delivery of complex solutions for overall customer successA proven experience leading diverse delivery teams is required.
Relationship building - proven track record of building relationships with senior customer executives in large or highly strategic accountsExperience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Program management - excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail requiredThe csam will be accountable for the development and execution of a cross-cloud consumption plan, and operational health of the customer solutions deployed today and in the future.
Collaboration and communication - proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communicationStrong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (cxo, senior executives, bdms).
Responsibilities
The csam is a leader on the account team who partners with the atu to programmatically align the consumption plan to the account plan, orchestrate technology onboarding in line with customer priorities, and ensures value realization of a customer’s microsoft investment through consumption, operational health and customer experienceThe csam provides delivery leadership, for our largest and complex accounts, focused on ensuring delivery is driving the customer’s success and consistently achieving our shared objectives and outcomesThey will oversee and ensure prioritized alignment of coordinated outcomes across support programs, customer success engagements, and consulting projects that will drive consumption, supportability, and operational health improvements.
Key accountabilities include:
Accountable for the consumption plan
Accountable for the development and execution of the internal and customer-facing aspects cross-cloud consumption plan, with support from the technical resources aligned to the accountEnsures prioritized success engagements progress from validate through commit with a program delivery plan and up-to-date milestones..
Engages customer executive sponsors
Establishes and nurtures strong executive sponsorship and manages the relationships with customer leadership to drive the execution of the support coverage model, strategic account plan, consumption roadmap & delivery execution oversight.
Leverages technology experience
Is experienced with real-world, hands-on experience designing, developing, deploying, and supporting large technology solutionsKnowledgeable and experienced in creating solutions that leverage cloud technologies and that provide maximum business value, which sustain the test of time.
Accountable for delivery orchestration & support outcomes
Provides leadership and orchestration across the success & support team, microsoft technical specialists, customer technical teams, microsoft and partner project teams, and other csams as appropriateBalances prioritization between implementing new capabilities and ensuring customer operational health.
Qualifications
Knowledgeable and experienced in creating solutions that leverage cloud technologiesExperience leading large technology programs that involve multiple technology areas, multiple stakeholders, are high risk, and highly visible across significantly sized technical teams that include coordination of multiple parties (e.g., partners, onshore and offshore resources)Knowledge of market trends and competitive insights preferredBfsi / mfg industry knowledge preferred
Education - bachelor’s degree or equivalent work experienceBachelor`s degree in computer science,
Information technology, engineering or related field preferredCertification(s) in the following preferred:
Project management: acp, pmi, or equivalent project management certification
Prosci or equivalent
Information technology infrastructure library (itil) foundation certification
Technologies: cloud, mobile, web application development, cloud-native application architecture
Microsoft certification in relevant technologies (e.g.: azure, m365)
Microsoft is an equal opportunity employerAll qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinancesIf you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with microsoft and the country where you work.
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