Account Management Excellence
A leader in customer success is sought to guide a high-performing team of account managers through cloud adoption, portfolio management, and strategic planning. As a key player in driving business growth, you will focus on developing relationships with customers and internal stakeholders to deliver exceptional outcomes.
This role involves direct people management responsibility for account managers and overall accountability for their team's end-to-end customer success planning and delivery. You will drive a repeatable and predictable business by leading your team through a coach, model, care framework, and orchestrating delivery resources to achieve strong customer outcomes aligned with their top priorities.
The ideal candidate will have a bachelor's degree in business or computer science, or a related field, and 6+ years of experience in customer success, solution delivery, practice management, or customer-facing consulting. Alternatively, a master's degree in a related field with 4+ years of relevant experience may also be considered. Industry experience in government (federal) is highly valued.
In addition to technical expertise, the successful candidate will possess excellent leadership and communication skills, with at least 5 years of relevant work experience within the customer industry. Previous experience managing a consumption portfolio, including project management certification, is also desirable.
Key Responsibilities:
* Customer Relationship Management: Proactively develop relationships that further Microsoft's customer success goals with key customer, partner, and internal contacts.
* Customer Success Leadership – Customer Strategy and Growth: Drive conversations with customers to demonstrate alignment between customer objectives and the current portfolio of work.
* Develop a Team Culture: Identify and share customer insights and opportunities with the Account Team and Support sellers to drive new opportunities for growth and consumption.
* Customer Success Leadership – Adoption and Usage: Coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives within customer success plans.
* Delivery and Program Management: Manage a repeatable and predictable business by coaching a team on program planning, customer-facing reviews, managing stakeholder and executive expectations via Customer Success Plans, and prioritizing engagements to meet customer outcomes and account priorities.
* Technical Relevance: Stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to age, ancestry, citizenship, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law.