Sr. Customer Success Account Manager
Microsoft
Luxembourg, Luxembourg,
il y a 5j

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Customer Success : Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.

To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive program management for accounts that have or will have a significant number of key cross cloud workload engagements running concurrently.

As the CSAM you will drive acceleration of cloud adoption from Pilot / MVP to production for customers’ cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.

Responsibilities

As a Customer Success Account Manager, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships.

The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies.

Join our team and be one who empowers people and supports companies in their Digital Transformation! When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

Key Accountabilities include :

  • Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.
  • Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premise workloads.
  • Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.
  • Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.
  • Track, escalate, and plan for the remediation of technical blockers in alignment with the support teams and provide engineering feedback to further our product and solutions as appropriate.
  • Lead Success Planning & Consumption Management at the Customer and Account level
  • Align prioritized Engagements and Services & Support projects to Customer Priorities
  • Qualifications

    Minimum Qualifications :

  • Bachelor’s degree or local equivalent or equivalent work experience or certification(s) in the followings :
  • Project / Program / Change Management : PMP, Agile, PRINCE II, PROSCI
  • Technologies : Cloud, mobile, web application development, cloud-native application architecture
  • Preferred Qualifications

  • Experience success in complex engagement management and / or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software / services solution
  • Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
  • The CSAM must show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.

  • Relationship Building - Proven track record of building relationships. Experience in managing various stakeholder relationships to get consensus on solutions / engagements.
  • Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities.
  • Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
  • Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators and Data Scientist).

  • Technical - Experience with cloud and hybrid infrastructures, architecture designs, and migrations. Knowledge of market trends and competitive insights preferred.
  • Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs.

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