Senior Customer Success Account Manager

The Senior Customer Success Account Manager (CSAM) is the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms.

• Builds customer, partner, and internal stakeholder engagement models.
• Manages and/or supports foundational relationships with key customer stakeholders and technical professionals.
• Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft.
• Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels.
• 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.
• Holds, maintains, and nurtures internal stakeholder relationships.
• Learns how to establish executive internal relationships.
• Develops communication techniques for holding business value conversations at customer executive levels.
• Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions.
• Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders.
• Understands, identifies, and aligns Microsoft solutions, and technical capabilities to customer needs and priorities.
• Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value.
• Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions.
• Develops an awareness of the cloud technology marketplace, including Microsoft competitors.
• Initiates conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account.
• Adopts the organizational and customer success strategy.
• Begins to align Microsoft technology and services with the customer goals and objectives.
• Supports account team planning, promoting business and technical needs for change.
• Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
• Works with their customers to design programs that improve operational health.
• Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Applies the use of Microsoft delivery management methodologies, processes, and tools to manage customer operational health.
• Identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work with guidance from more experienced colleagues.
• Orchestrates delivery resources to facilitate value realization with a focus on driving operational health.
• Performs delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.
• Provides escalation management and communications for delivery programs in the customer account.
• Identifies actual and potential blockers to consumption through data analysis and feedback from customers.
• Mobilizes resources to address actual and potential blockers to consumption and associated issues.
• Holds accountability for identified consumption milestones and their completion.
• Partners with customer to track progress, resolve blockers, and keeps activities on schedule to ensure meeting consumption milestones.
• Tracks adoption and usage of Microsoft products and services, works with customers to identify areas where adoption could be improved, and takes action to drive usage.
• Develops and leverages an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.

• Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ 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 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience
• Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role.
• Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions.
• Additional or preferred qualifications: Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ 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 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience
• 3+ years relevant work experience within customer industry.
• 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.
• Prosci or equivalent certification.

• Industry leading healthcare
• Educational resources
• Discounts on products and services
• Savings and investments
• Maternity and paternity leave
• Generous time away
• Giving programs
• Opportunities to network and connect

Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs.