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Microsoft · 20 hours ago

Senior Customer Success Account Manager

United States

Full-time

Remote

Mid, Senior Level

$106K/yr - $204K/yr

3+ years exp

Microsoft aspires to help customers achieve digital transformation through Microsoft Cloud solutions and support offerings. The Senior Customer Success Account Manager is responsible for leading customer success initiatives, managing relationships, and orchestrating programs to deliver value and enable transformational outcomes for customers.

Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware

Growth Opportunities

No H1B

Responsibilities

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models

Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders

Expands customer and partner relationships beyond the current Unified Support contract consumers 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

Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities

Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry

Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities

Leverages broad foundational industry and technical expertise to enable customer success

Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions

Strengthens 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

Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account

Promotes the organizational and customer success strategy with customers

Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy

Engages in account team planning, promoting business and technical needs for change that challenge customer thinking

Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work

Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health

Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success

Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health

Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work

Orchestrates delivery resources to facilitate value realization with a focus on driving operational health

Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities

Leads escalation management and communications for delivery programs in the customer account

Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback

Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs)

Holds accountability for identified consumption milestones and their completion

Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption

Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities

Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn

Embody our culture and values

Qualification

Customer Success ManagementMicrosoft Cloud SolutionsProject ManagementTechnical ConsultingStakeholder EngagementData AnalysisCustomer Relationship ManagementCommunication SkillsTeam CollaborationProblem SolvingAdaptability

Required

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR 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 equivalent experience

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship

Preferred

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ 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 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR equivalent experience

5+ years relevant work experience within customer industry

Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)

Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification

Project Management Institute (PMI) or equivalent Project Management certification

Prosci or equivalent certification