Customer Success Account Manager

Job title:

Customer Success Account Manager

Company

Microsoft

Job description

As a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through delivery management of cross-functional programs and strong customer and internal stakeholder relationships. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers in support of their digital journey and empowering them to achieve more and accelerating customer value.​The CSAM role is a leader on the account team who partners with the Account Team to programmatically align the consumption plan to the account plan and leads the delivery execution and support team. ​The CSAM orchestrates prioritized programs, projects, and milestones for customer business value realization and consumption.​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 always learning. 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. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.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.​Responsibilities:Key Accountabilities include:​Partner with your Customer and Account Team​

• Bring Customer and industry insights to the Account Planning rhythm to lead prioritized programs that drive outcomes across all solution areas.​​

Accountable for the Consumption plan​

• In partnership with the account team, accountable for the development and execution of the internal and customer-facing aspects cross-cloud consumption plan, identifying and activating technical resources to deliver customer outcomes.
• Ensures prioritized Success Engagements progress from Validate through Commit with a Program Delivery plan and up-to-date milestones.​

Engages Customer Sponsors​

• Establishes and nurtures strong sponsorship and manages the relationships with the customer to drive the execution of the support coverage model, consumption roadmap & delivery execution oversight. ​and manage the communication & escalation strategies with customer stakeholders.​
• Leverages Cloud technology knowledge and drives technology projects​.
• Has the technical depth and confidence to identify and propose outcomes related to the deployment and health of customer solutions and workloads, leveraging deeper technical resources as needed​.

Accountable for Delivery Orchestration & Support Outcomes that support Solution and Operational Health outcomes​

• Provides leadership and orchestration across the Success & Support (CSU) team, Microsoft technical specialists, customer technical teams, Microsoft and partner project teams, balances prioritization between implementing new capabilities and ensuring customer operational health, while fulfilling Support contract obligations​.
• Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.​

Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.Qualifications:We are looking for a highly motivated and passionate Customer Success Account Manager to drive program management for strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/MVP to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success. ​Required/Minimum Qualifications

• Bachelor’s or Master’s Degree in Business, Sociology, Psychology, Computer Science, or related field AND several years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience with focus on complex technical engagement management and/or program management

Full proficiency in German and English (both written and verbal)Austrian driving license AND ability to deliver on travel commitment of 25-30%​.Preferred Qualifications

• Several years of relevant work experience within customer industry with Industry Knowledge/Focus on Retail, Manufacturing​ or Packaging; focus on Cloud and software/services solution preferred.​
• Microsoft or competitor equivalent (e.g., AWS) 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
• Certification(s) in the following preferred:​

Project Management: ACP, PMI, or equivalent Project Management certification​
Prosci or equivalent Change Management certification​
Information Technology Infrastructure Library (ITIL) Foundation certification​
Technologies: Cloud, mobile, web application development, cloud-native application architecture​
Microsoft certification in relevant Cloud technologies (e.g.: Azure, Microsoft 365, Dynamics 365, Power Platform)​The salary for this role is starting from 57,000 euros per annum depending on experience.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. 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 .

Expected salary

€57000 per year

Location

Wien

Job date

Wed, 09 Oct 2024 07:53:00 GMT

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