Customer Success Account Management

Customer Success Account Management Microsoft

• Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Expands and holds accountability for executive customer and partner relationships 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 and coaches others to communicate effectively in business value conversations.
• Synthesizes 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 priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry. 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. Shares industry trends with customers in terms of Microsoft current practices for their industry.

Technical Relevance

• Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities. Leverages deep foundational industry, technical expertise, and visionary mindset to enable customer success. Articulates cross-cloud technology, solutions, and services in a compelling way to internal and external stakeholders. Evangelizes 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.

Desired Candidate Profile

Required/Minimum Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Business, or related field And 8+ years customer success, area sales management, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR Master's Degree in Information Technology, Computer Science or Business related field, or related field AND 6+ years customer success, area sales management, solution delivery, practice management, customer-facing consulting, or portfolio management experience

Additional or Preferred Qualifications:

• Bachelor's Degree in Information Technology, Computer Science, Business or related field AND 12+ years customer success, area sales management, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR Master's Degree in Information Technology, Computer Science, Business, or related field AND 10+ years customer success, area sales management, solution delivery, practice management, customer-facing consulting, or portfolio management experience