20 oct
Microsoft
Santiago
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.
We are looking for a Customer Success Account Manager (CSAM) for Global Strategic Accounts with a passion to drive program management for global strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the CSAM you will drive consumption planning & execution,
as well as the acceleration of cloud adoption from proof of concept to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.
The Customer Success Account Manager builds and executes shared plans with customers. Manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively. Provides direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. Sets priorities for Microsoft to contribute to the customer’s success in those areas. Plans the delivery of services to achieve success criteria for top priority solutions and workloads.
Provides direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads. Develops and executes technical skilling plan to build technical expertise aligned with customer and business priorities.
This role is flexible in that you can work up to 100% 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
- 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.
- Works with Account Team to develop a customer success plan and support the shared customer account plan that aligns with customer objectives related to their business transformation programs and industry-specific needs.
Technical Relevance
- Uses intermediate/advanced technical skills to advise and guide customers on how to use Microsoft solutions and technologies (e.g., Azure, Modern Work, Dynamics) to meet their business needs and goals. Translates customer requirements and priorities into technology solutions. Orchestrate resources and track milestones for key engagement. Leads complex and large-scale engagements from design to production. Adapts to changes, anticipates potential issues and remove blockers that could affect project outcomes.
Customer Success Leadership
- Engage with customers to identify how Microsoft solutions and services can help them achieve their objectives and goals.
Creates a collaborative strategy that aligns Microsoft technology and services with the customer’s needs and priorities. Participates in account team planning, proposing business and technical changes that challenge the customer’s thinking. Works with the account team to connect Customer Success Plans (CSPs) with account plan priorities and develop actionable programs of work. Influences the customer’s strategic decision making, driving the case for change towards improved operational health.
**Qualifications**:
**Required/Minimum Qualifications**
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years 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 3+ years customer success, solution delivery, practice management, custome