Microsoft Looking For Sr Customer Success Account Manager at Charlotte, NC Full Time

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.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

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-premises workloads.

Define outcomes to improve the prioritized workloads’ health, performance, and business capabilities to drive customer value realization.

Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.

Track escalate and plan to remediate technical blockers and provide engineering feedback to further our product and solutions as appropriate.

We are always learning and insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together.

Qualifications

Required/Minimum Qualifications

Bachelor’s Degree in Engineering, Information Technology, Business, or related field AND 4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR Master’s Degree in Engineering, Information Technology, Business, or related field AND 3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR equivalent experience.

We are inspired every day to empower others to achieve more through our technology and innovation. Together we make a difference.

We are looking for a highly motivated and enthusiastic Customer Success Account Manager (CSAM) to drive program management for Commercial accounts that may have Cloud, on-premises, and hybrid workload engagements running concurrently. As the CSAM, you will accelerate 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 the critical account team unit.

Preferred:
Experience – 8-10+ years of success in complex technical engagement management and/or program management is essential. Prior work experience in a Program Manager position focused on Cloud and software/services solution preferred and business partners supporting customer success.

Leadership – This role requires effective communication and collaboration skills, strong executive presence and confidence in varying levels of customer situations. The CSAM should demonstrate leadership in teams comprised of Microsoft, Partner, and customer resources engaged in delivering complex solutions for overall customer success.

Relationship Building – A proven history of building relationships with senior customer executives in complex Commercial accounts. Experience in managing various stakeholder relationships to drive a consensus on solutions/engagements is essential.

Program Management – Planning and supporting a portfolio of multiple, complex engagements, driving cross-group collaboration, resource orchestration, strong communications, analytical capabilities, and attention to detail is essential. The ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers is essential to achieving results.

Collaboration and Communication – A 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 Scientists).

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

Education – Bachelor’s degree or equivalent work experience is required at a minimum. Preference given to a Master’s degree.

Technologies: Awareness of all Microsoft solutions with a focus on Cloud, mobile, web application development, cloud-native application architecture is desirable, and a passion for technology is a requirement.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.