Customer Success Account Manager

3 weeks ago

Ottawa, Ontario, Canada Microsoft Canada Full time
Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

Check out the CSAM role in the Customer Success Unit at Microsoft Be ready to make impact This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise. This role is flexible in that you can work up to (50%- 75%) from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications

Required/Minimum Qualifications

  • 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 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 equivalent experience.

Additional or Preferred Qualifications

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ 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 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
    • OR equivalent experience.
  • 3+ 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.
  • Possess or ability to attain a minimum of Secret Level Security Clearance for the Canadian Federal Government.

Customer Success Account Mgmt IC4 - The typical base pay range for this role across Canada is CAD $88,800 - CAD $165,000 per year.

Find additional pay information here:

Microsoft will accept applications for the role until May 1, 2024.

Responsibilities

Customer Relationship Management

  • Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders.

Customer Success Leadership - Consumption Leadership

  • Partners with customers to understand their business objectives and prioirites, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute Customer Success plans to meet them in order to manage consumption holistically across the entire portfolio.

Customer Success Leadership - Customer Strategy and Growth

  • Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
  • Aligns with the account team to link Customer Success Plans with account plan priorities and develop bookable programs of work.

Customer Success Leadership – Delivery and Program Management

  • In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.

Technical Relevance

  • Leverages foundational industry, technical expertise, and visionary mindset to enable customer success.
Other
  • Embody our culture and values

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