Senior Customer Success Account Manager

Drive program management for strategic customers with a global, complex, cross-cloud digital footprint. Drive consumption planning and execution, and accelerate cloud adoption from Pilot/Minimum Viable Product to production. Provide cross-engagement oversight, resource orchestration, and blocker escalation. Manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively and set priorities for Microsoft contributions to customer success. The position may be based remotely in the United States within the Eastern or Central time zones.

Responsibilities

Develop and coach on engagement strategies for customers, partners, and internal stakeholders; Establish and enhance relationships with key stakeholders (internal and external) to ensure successful solution delivery; Expand relationships beyond current contracts by aligning Microsoft strategies with customer priorities; Strive to achieve 'Trusted Advisor' status with key customer executives; Align Microsoft solutions with customer needs, leveraging expertise in Azure, Modern Work, Dynamics, and industry knowledge; Identify and address complex customer scenarios by collaborating with technical specialists; Drive Microsoft's position in the customer's cloud technology marketplace; Demonstrate alignment between customer objectives and Microsoft's portfolio; Promote organizational and customer success strategies; Lead program planning, prioritization, and management to address customer outcomes; Proactively identify and mitigate customer blockers, leveraging Microsoft solutions and services; Proactively surface value to drive high retention rates on customer renewals; Identify opportunities for growth and adoption, aligning Microsoft offerings with customer objectives

Requirements

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; or equivalent experience; Authorization to work in the United States that does not now or in the future require employer sponsorship (position not eligible for visa sponsorship)

Nice to have

Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365); Program, process, or service management certifications (e.g., PMP, Prosci, ITIL Foundation or equivalent); Effective communication skills, executive presence, and confidence in varying customer situations; Demonstrated success in building relationships with senior customer executives in large or highly strategic accounts; Experience in planning, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail; Demonstrated success in driving decisions collaboratively, resolving conflicts, and ensuring follow-through; Effective presentation skills and comfort with both large and small audiences; Experience with cloud and hybrid infrastructures, architecture designs, and migrations; Knowledge of market trends and competitive insights; Understanding of partner ecosystems and ability to leverage partner solutions to solve customer needs