Customer Success Account Mgmt M6
Responsibilities
- Customer
Relationship Management
- Leads
by example through owning operational executive relationships with key
customer, partner, and internal contacts to further Microsoft’s customer
success goals, targeting executives (as appropriate).
- Ensures
the customer is recognizing value as planned. Anticipates, identifies, and
manages potential issues, escalating to appropriate teams for resolution.
Expands customer relationships to create cross-sell and upsell
opportunities.
- Identifies,
understands, influences, and challenges and manages the needs,
expectations, and interests of key customer technical, business, and
executive stakeholders. Ensures key stakeholders (including partners) are
satisfied with agreed upon objectives and outcomes and that their
interests are protected and valued.
- Leads
and coaches business value conversations key stakeholders.
- Collects
feedback from internal and customer stakeholders on business needs,
preferences, values, and goals to identify important customer patterns,
pain points, attitudes, and expectations and coaches others to do the
same.
- Prioritizes
resource efforts to meet the most critical needs and expectations of
customers. Reviews and communicates the status of delivery programs linked
to customer priorities with internal stakeholders.
- Customer
Success Leadership
- Guides
team in mobilizing resources for identifying, resolving, and mitigating
blockers to accelerate consumption. Coaches team to identify pipeline
opportunities, be accountable for milestones, and ensure committed
milestones are completed to deliver growth in their customer portfolio.
- Coaches
team to support customer adoption and active usage of Microsoft products
and services aligned to outcomes and objectives defined within agreed-upon
customer success plans.
- Coaches
team to deliver and articulate customer value, drive business growth,
maximize customer retention and minimize customer churn.
- Drives
conversations with customers to demonstrate alignment between customer
objectives and the current Microsoft portfolio of work in the customer
account, promoting identified opportunities for growth.
- Leads
the team to adopt organizational and customer success strategy to maximize
customer’s investments and value across all solution areas. Works with
customers to define and agree upon a long-term approach to fuel adoption
of Microsoft technology and services in alignment with the customers’
current and future goals and objectives.
- Supports
account team planning, promoting business and technical needs for change
to challenge customer thinking that drives transformation towards modern
digital approaches.
- Coaches
team on developing and delivering strategic roadmaps in partnership with
key stakeholder and executives for executing program planning, managing
key stakeholder and executive expectations via delivery of a Customer
Success Plan (CSP), and prioritizing engagements to address agreed-upon
customer outcomes and account priorities to deliver ongoing customer
success.
- Coaches
team on leveraging, improving upon, and streamlining the use of Microsoft
delivery management methodologies, processes, and tools to improve and
mitigate risks to customer operational health.
- Coaches
team on anticipating, identifying, and mitigating customer blockers and
risks by leveraging Microsoft solutions and services, and developing
deliverable programs of work. Guides team through leading delivery program
reviews with internal stakeholders to ensure alignment on customer
outcomes and account priorities.
- Leads
executive escalation management and communications for delivery programs
in the customer account. Runs rhythms of business (RoBs) reviewing
delivery excellence metrics (e.g., delivery backlog, bookings, unstaffed
requests).
- Technical
Relevance
- Coaches
team members on implementing training plans focused on technical and
industry knowledge development aligned with organizational goals. Coaches
team members on and stays current with industry and Microsoft technical
insights through consultation with the Customer Success community, peers,
partners, and customer stakeholders. Advises customers on Microsoft
technology trends and direction with relevance to Microsoft’s competition.
Qualifications
Required/minimum qualifications
- Master’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 Bachelor’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 equivalent experience.