Customer Success Account Manager

Microsoft Corporation Fargo , ND 58102

Posted 2 weeks ago

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture embraces a growth mindset, a theme of inspiring excellence, and a passion for encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that affect billions of lives around the world. You can help us achieve our mission.

Customer Success: Microsoft aspires to assist our customers achieve their 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 our customers successfully realize their business outcomes

Microsoft's Global Account Management Delivery (GAMD) is a fast-paced, growing global organization that focuses on scalable deliveries and cloud consumption with Small-Medium Enterprise Commercial, State Local Government, Education, and Non-profit customers. We are customer-obsessed

As a Customer Success Account Manager, you are the primary customer-facing role responsible for customer success by managing program deliveries and strong customer relationships. Our priority is the customers' successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more!

Required Qualifications

  • 5+ years of success in technical engagement management OR program management.

  • 5+ years of experience working directly with external facing customers.

  • We are not able to provide Visa support or relocation for this role, at this time.

Preferred Qualifications

  • Prior work experience in a Program Manager position focused on Cloud and software/services solutions preferred.

  • 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 when collaborating with multiple teams and critical stakeholders when delivering complex customer success solutions.

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

  • Program Management: The ability to manage multiple tasks, prioritize activities, and determine outcomes is essential. The ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers is critical to achieving results.

  • Collaboration and Communication: A proven history of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Good presentation skills with various levels of management (Senior Executives and IT management) is important for success in this role.

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

Education

Bachelor's degree or equivalent work experience.

Technologies:

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

Travel required

10-30%

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

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

We are looking for a highly motivated and passionate Customer Success Account Manager

(CSAM) to drive program management for Commercial accounts that may have Cloud, on-premise, and hybrid workload engagements running concurrently. The CSAM owns consumption and delivery execution of operative solutions and operational health and acts as the single point of orchestration for technical delivery teams and cross-cloud project oversight.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Success Manager

Coschedule

Posted Yesterday

VIEW JOBS 5/12/2021 12:00:00 AM 2021-08-10T00:00 <p>Bismarck or Fargo, North Dakota</p><p><strong>About CoSchedule:</strong></p><p>Our customers know us as the only solution that allows teams to organize all of their marketing in one place. Our team knows us as the best place in North Dakota to do what you love, and love what you do. Every. Day. </p><p>You should know us as a startup (with all the perks), and the fastest growing technology company in North Dakota. Every day we build, market, and support an amazing product that customers from 100+ countries love. Are you ready to join us?</p><p><strong>The Role:</strong></p>The Customer Success Manager is smart, engaging, and passionate about engaging our customers and expanding their use of our tool. You should have impeccable relational skills and the ability to create win/win environments for all parties that you work with. You’re naturally curious and have a track record of results others could only dream of and you come to the office with positivity our team can fall in love with.<p><br></p><p><strong>As a Customer Success Manager You Will:</strong></p><ul> <li>Own the customer’s experience thru onboarding, regular check-ins &amp; ongoing relationship with CoSchedule</li> <li>Be responsible to grow revenue from your portfolio of customers</li> <li>Orchestrate future expansion opportunities thru your curiosity &amp; solution selling attributes</li> <li>Nurture client relationships on an ongoing basis via email, phone and virtual meetings</li> <li>Own the overall relationship, and their success, with your portfolio of customers </li> <li>Conduct regular customer reviews with an emphasis of driving more value for the customer during/following these conversations</li> <li>Conduct annual reviews with the goal of driving more value for the customer in the coming 1+ year(s)</li> <li>Develop, prepare, and nurture customers for advocacy</li> <li>Work with customers to establish critical goals, or other key performance indicators and aid each customer in achieving their goals.</li> <li>Facilitate and resolve account escalations</li> <li>Work with CoSchedule's Sales Team to facilitate a friendly hand-off process for new customers as well as renewing existing customers.</li> <li>Collaborate with every internal team to drive forward team &amp; company goals</li> <li>Consistently improve your processes in conjunction with the CSM team &amp; other, aligned teams</li> </ul><p><strong>Requirements</strong></p><p><strong>The Musts:</strong></p><ul> <li>3+ years of relevant experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.</li> <li>Proven track record of driving positive results, such as: revenue growth, retention targets, renewal expectations, etc. </li> <li>Experience of working with a customer portfolio greater then $500k per year</li> <li>Impeccable written and verbal communication skills – both written and verbal.</li> <li>Detail oriented and analytical.</li> <li>You’re driven. No one needs to push you to excel; it’s just who you are.</li> <li>Eager to learn, adapt and perfect your work; you seek out help and put it to good use.</li> <li>You want to help and serve our customers: They win, so you win.</li> <li>You can hustle. You get sh*t done. You're independent, smart, and full of wit.</li> <li>You’re a super connector and can break the ice with just about anyone.</li> <li>You work independently. You're able to prioritize, focus, and take initiative.</li> <li>You have a positive, can-do attitude, extraordinary hustle, disdain for failure and hunger/appreciation for feedback.</li> <li>You think BIG and enjoy moving fast.</li> <li>You have a natural willingness to learn something new. Every. Day.</li> <li>You possess a strong technical aptitude.</li> <li>All other duties as assigned.</li> </ul><p><strong>The That’d Be Greats:</strong></p><ul> <li>Prior experience sales related roles or roles which included a sales focus (meaning, revenue growth was an expectation of the given role)</li> <li>Prior achievements reflect that you were in the top 20% of your given trade</li> <li>Experience with Salesforce, ChurnZero or other similar CRM/CSM platforms</li> <li>Experience in a software company, or of a SaaS organization</li> <li>Expert-level awareness of CoSchedule and our product offering</li> <li>You can give killer product demos</li> </ul><p><strong>Benefits</strong></p><p><strong>The Perks:</strong></p><ul> <li>Fully-paid benefits package with Vision, Dental and Medical.</li> <li>Fully-paid Life, Short and Long-Term Disability.</li> <li>Health Savings Account + Dependent Care FSA.</li> <li>401(k) and company match.</li> <li>Free Parking.</li> <li>Free coffee, tea, soda, water -- all the hydration you need!</li> <li>No limits on sick or vacation days.</li> <li>Yearly learning allowance.</li> <li>Yearly health + wellness allowance.</li> <li>Referral Bonus.</li> <li>Company supplied MacBook Pro.</li> <li>Casual dress Monday, Tuesday, Wednesday, Thursday…and Friday.</li> <li>We hold an annual Bratwurst Blowout that usually includes pellet guns and go carts.</li> <li>Unpredictable appearance of breakfast pastries.</li> <li>Free faxing! (…for all your faxing needs)</li> </ul> Coschedule Fargo ND

Customer Success Account Manager

Microsoft Corporation