Customer Success Account Manager - Microsoft
Posted on :
15-10-2024
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1 Vacancy
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Job Description
Microsoft Qatar as part of CEMA region is seeking a Customer Success Account Manager (CSAM) who develops maintains and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships. He/she will will leverage understanding of the customers technology platform and Microsofts technology roadmap to enable customer digital transformation.
Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customers business transformation programs and common to their industry. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the execution of program planning and customerfacing program reviews prioritization of engagements and management of key stakeholder and executive expectations to address agreedupon customer outcomes and account priorities. Partners with customers to proactively identify opportunities for growth optimize usage and drive adoption.
Responsibilities
Technical Relevance
- Understands identifies and aligns Microsoft solutions and technical capabilities (e.g. Azure Modern Work Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g. Independent Software Vendors ISV crosscloud partner) and aligns with technical specialists to identify relevant crosscloud technology solutions. Strengthens Microsofts position in the customers cloud technology marketplace against competitors.
Customer Relationship Management
- Builds and coaches others on customer partner and internal stakeholder engagement strategy and models. Develops maintains and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
- Identifies navigates communicates and influences key customer technical business and executivelevel stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds maintains and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.
- Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customers business transformation programs and common to their industry.
Customer Success Leadership
- Leads the strategic execution of program planning and customerfacing program reviews prioritization of engagements and management of key stakeholder and executive expectations to address agreedupon customer outcomes and account priorities to deliver ongoing customer success. Leverages Microsoft delivery management methodologies processes and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services and develops deliverable programs of work.
- Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Microsoft technology and services with the customers goals and objectives to form a cooperative strategy.
- Proactively identifies monitors and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption associated issues and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth optimize usage and drive adoption.
Qualifications
Required/minimum qualifications
- Bachelors Degree in Business Sociology Psychology Computer Science or related field AND 7 years customer success solution delivery practice management customerfacing consulting or portfolio management experience OR equivalent experience.
Additional or preferred qualifications
- Prosci or equivalent certification. Project Management Institute (PMI) or equivalent Project Management certification. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification. Microsoft or competitor equivalent (e.g. AWS) certification in relevant technologies (e.g. Azure 365).
- 3 years relevant work experience within customer industry. Masters Degree in Business Sociology Psychology Computer Science or related field AND 6 years customer success solution delivery practice management customerfacing consulting or portfolio management experience OR Bachelors Degree in Business Sociology Psychology Computer Science or related field AND 8 years customer success solution delivery practice management customerfacing consulting or portfolio management experience OR 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.
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Employment Type
Full Time
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