Customer Success Account Manager

Learns customer, partner, and internal stakeholder engagement models. Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Grows technical aptitude and industry awareness to translate customer interactions into customer business impact and value. Listens to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account. Supports the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.

Customer Relationship Management Learns customer, partner, and internal stakeholder engagement models. Supports foundational relationships with key customer stakeholders and technical professionals to enable quality and secure solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps. Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Learns how to guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Learns how to map internal roles to customer priorities to action the needs of customers. Learns how to develop key internal stakeholder relationships. Learns customer, partner, and internal stakeholder engagement models. Supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps. Customer Success Leadership Supports the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Learns and begins to apply the use of Microsoft delivery management methodologies, processes, and tools to assess customer operational health. Supports the identification and mitigation of customer blockers (including security and compliance risks) by leveraging Microsoft solutions and services, and the development of 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. Supports escalation management and communications for delivery programs in the customer account. Listens to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account. Understands the organizational and customer success strategy. Understands Microsoft technology and services. Participates in account team planning, learning to identify 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 customers to design programs of work, incorporating security components. Technical Relevance Grows technical aptitude and industry awareness to translate customer interactions into customer business impact and value.

Required qualifications Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field OR equivalent experience.