Customer Success Account Manager

• Job number 1358002

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 customers. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You 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 required. Prior 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 situations. The 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 success. A 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 accounts. Experience 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 required. The 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 communication. Strong 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 experience. The 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 outcomes. They 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 account. Ensures 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 solutions. Knowledgeable 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 appropriate. Balances prioritization between implementing new capabilities and ensuring customer operational health.

Qualifications

• Knowledgeable and experienced in creating solutions that leverage cloud technologies. Experience 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 preferred. BFSI / Mfg industry knowledge preferred
• Education- Bachelor’s degree or equivalent work experience. Bachelor's degree in Computer Science,
• Information Technology, Engineering or related field preferred. Certification(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)

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