Customer Success Account Manager

4 days ago

Calgary, Alberta, Canada Microsoft Full time
About the Role

We are seeking a highly skilled and experienced Customer Success Account Manager to join our team at Microsoft. As a key member of our Customer Success Unit (CSU), you will play a critical role in empowering our customers to achieve their business outcomes through differentiated customer experiences that leverage Microsoft's products, services, and partnerships.

Key Responsibilities

Customer Relationship Management

  • Develop and execute customer engagement strategies to build and maintain strong relationships with key customer stakeholders and technical professionals.
  • Expand customer and partner relationships beyond the current Unified Support contract consumers by leading the definition of business outcomes and aligning Microsoft strategy with customer business priorities.
  • Identify, navigate, communicate, and influence key customer technical, business, and executive-level stakeholders (including partners) to facilitate the achievement of customer business objectives.
  • Hold, maintain, and nurture internal stakeholder relationships, influencing and challenging senior/executive internal stakeholders to drive business value conversations at customer executive levels.
  • Initiate the gathering of information on the business and Information Technology objectives for customer organizations to identify customer priorities and create a customer success plan.

Technical Relevance

  • Understand and align Microsoft solutions and technical capabilities with customer needs and priorities.
  • Leverage broad foundational industry and technical expertise to enable customer success.
  • Identify complex customer scenarios and align with technical specialists to identify relevant cross-cloud technology solutions.
  • Strengthen Microsoft's position in the customers' cloud technology marketplace against competitors.
  • Leverage understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

Customer Success Leadership

  • Engage in conversations with customers and demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
  • Align Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy.
  • Lead 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.
  • Orchestrate delivery resources to facilitate value realization with a focus on driving operational health.
  • Proactively identify, monitor, and mitigate actual and potential blockers to consumption through data analysis and customer feedback.
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 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.

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