Microsoft · 9 hours ago
Customer Success Account Manager
Alexandria, VA
Full-time
Onsite
Entry, Mid, Senior Level
$85K/yr - $170K/yr
2+ years expMicrosoft Federal is dedicated to addressing the unique needs of the United States Government. They are seeking a Customer Success Account Manager to engage with customers, partners, and stakeholders, aligning Microsoft solutions with customer objectives to ensure ongoing success and operational health.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
The Customer Success Account Manager initiates conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account
Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success
Identifies actual and potential blockers to consumption through data analysis and feedback from customers
Builds customer, partner, and internal stakeholder engagement models
Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues
Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft
Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels
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
Holds, maintains, and nurtures internal stakeholder relationships
Learns how to establish senior/executive internal relationships
Develops communication techniques for holding business value conversations at customer executive levels
Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions
Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders
Identifies actual and potential blockers to consumption through data analysis and feedback from customers
Mobilizes resources to address actual and potential blockers to consumption and associated issues
Holds accountability for identified consumption milestones and their completion
Partners with customer to track progress, resolve blockers, and keeps activities on schedule to ensure meeting consumption milestones
Tracks adoption and usage of Microsoft products and services, works with customers to identify areas where adoption could be improved, and takes action to drive usage
Develops and leverages an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue
Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success
Applies the use of Microsoft delivery management methodologies, processes, and tools to manage customer operational health
Identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work with guidance from more experienced colleagues
Orchestrates delivery resources to facilitate value realization with a focus on driving operational health
Performs delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities
Provides escalation management and communications for delivery programs in the customer account
Initiates conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account
Adopts the organizational and customer success strategy
Begins to align Microsoft technology and services with the customer goals and objectives
Supports account team planning, promoting business and technical needs for change
Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work
Works with their customers to design programs that improve operational health
Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities
Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value
Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions
Develops an awareness of the cloud technology marketplace, including Microsoft competitors
Qualification
Required
Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
Preferred
Bachelor's Degree in Business, Sociology, Psychology, Computer Science, Human Centered Design, Marketing or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
1+ year(s) relevant work experience within customer industry or hospitality/experience design field
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
Change Management certification (ProSci) certification
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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