Remote Customer Success Account Manager

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 a 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 achieve 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?

Check out the Lead Customer Success Account Manager (CSAM) role in the Customer Success Unit at Microsoft! Be ready to make an impact!

As a Customer Success Account Manager, you are the primary delivery and operations 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.

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%) from home.

Responsibilities

Customer Relationship Management

• You will nurture, establish, and expand relationships with key C-level customer stakeholders to enable clear understanding of customer priorities and goals to align quality solution planning, delivery execution and governance.
  
  

Customer Success Leadership - Consumption Leadership

• Lead the delivery of Microsoft solutions and take ownership of team orchestration and coordination that accelerates production level consumption and customer adoption across all three clouds (Azure, M365 and Business Applications).
• Ensure there is alignment to top customer priorities to help our customers get value from their Microsoft investments and leverage support agreement to achieve their goals.
  
  

Customer Health, Security & Resiliency orchestration

• You will prioritise and optimise your customer portfolio's resiliency and security through operational leadership and mutual accountability. This will involve responsibility on reactive support top level escalations and outages, problem management, and proactive support to result in a healthier customer.
  
  

Technical Relevance

• Develop technical competency (specially on Azure) across a breadth of Solution areas which supports customer advice, connecting their business goals to Microsoft solutions
  
  

Customer Success Leadership – Customer Strategy and Growth

• Identify , establish and own relationships to uncover customer opportunities and guide value driven deliveries that increase velocity of deployment and adoption of their Microsoft investments.
• Partner with Account team peers to review customer opportunities, drive conversations with customer leadership that define and prioritize the strategic alignment between your customer’s and Microsoft’s goals and objectives.
  
  

Customer Success leadership - Delivery and program Management

• Leads 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 to deliver ongoing customer success.
  
  

Qualifications

• Pharma and/or Financial Services Industry experience required
• English working proficiency is mandatory and German is a nice to have.
• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND relevant years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR
• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND relevant years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR
• Project Management equivalent experience.
  
  

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.