Customer Success Account Mgmt

Collects external information on customer business, needs, and strategy. Develops a deep understanding of customer's business lines, business processes, business outcomes, competition, key personas, digital transformation priorities, and industry trends. Optimizes value realization by engaging other resources and ensuring progress reporting. Adapts customer success plans for anticipated tradeoffs in order to stay aligned with strategic vision. Works with business development managers (BDMs), information technology decision makers (ITDMs), and key stakeholders to execute actions outlined in the Customer Success Plan. Engages with and influences business and technical decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets. Executes consumption motions with partners. Provides regular updates to account and regional stakeholders on customers' transformation initiatives. Deepens competitive and strategic expertise via conversations with customers and community involvement.

Community Involvement Actively participates in and contributes to relevant internal and external communities (e.g., sharing experience and best practices). Identifies trends across customers and customer audiences and connects them to relevant communities and programs (e.g., user groups, success factories) to enable customers to use technology to be successful. Shadows and is shadowed by Customer Success Manager (CSMs) on new workshops. Collaborates in iterating engagement frameworks, new initiatives, programs, and workshops. Champions programs and represents their region in regional and global virtual teams to progress execution and impact. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization. Cross-Team Collaboration Leads and contributes to internal teams across functions to inform programmatic improvements to internal account strategy, such as developing business outcomes and enabling the execution of customer success through One Microsoft. Identifies and integrates key stakeholders in other solution areas to do joint solution identification to increase relevance, support execution, and drive customer business value. Customer Trust and Advocacy Acts as the voice of the customer (VOC) and partner by driving new feedback, blockers, insights, resources, etc., across communities and internal teams (e.g., product teams, programs, policies, Engineering) so they can be added and prioritized. Drives action based on feedback and advocates on the customer's behalf to drive resolution. Brings in advocates to showcase success as references and advocates for customers by sharing stories, learnings, and best practices. Consistently builds trust with the customer/partner to establish trusted advisor status. Supports the establishment of executive sponsorship within customer/partner organizations and in Microsoft to support customer's success and digital transformation journey. Driving Business Value Realization Using a data-driven approach, performs assessments and analyses of customers' adoption activities to optimize Microsoft solutions against adoption and business Key Performance Indicators (KPIs), success measures, and customer expectations, as appropriate. Adapts customer success plans for anticipated tradeoffs in order to stay aligned with strategic vision. Optimizes value realization by engaging other resources (e.g., Engineering, Partners, Cloud Solution Architects) and ensuring progress reporting. Galvanizes technical and sales experts to develop customer-specific roadmaps to drive further business value realization. Cultivates successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers. Driving Consumption Works with business development managers (BDMs), information technology decision makers (ITDMs), and key