Customer Success Account Management

**Responsibilities**:
Customer Relationship Management
- Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands customer relationships beyond the current support contract owners with a focus on understanding business outcomes.
- Develops understanding of customer organizations and roles and gathers information on the business and Information Technology objectives for customer organizations to support identification of customer needs and creation of a shared plan to support customer outcomes using partnerships with other account team leaders and with guidance from senior colleagues. Captures new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects.

Account Planning
- Engages in conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Seeks guidance as needed. Leverages standard consumption and operational health program plans that align to customer outcomes. Articulates, in collaboration with other account team leaders, the case for change to drive solution and operational health and supports account planning to help customers transform to modern digital approaches.
- Plans, with support and guidance from senior colleagues, a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Enables support contract renewals with our seller's lead through an understanding of the customer and recognizes transformation opportunities. Leverages managed intellectual property (MIP) and enhanced offerings in alignment with compliance policies.

Opportunity and Pursuit Management
- Captures and communicates, with support and guidance from senior colleagues, customer insights to sellers in identifying and producing opportunities (e.g., add-ons, cloud consumption, renewals). Provides support (e.g., resources) to help achieve customer outcomes and support deals as applicable. Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution.

Consumption and Delivery Execution
- Learns, with support and guidance from senior colleagues, to connect identified opportunities, questions, and/or issues from customer organizations. Works with the appropriate internal Microsoft technical/sales teams or partners to address, using foundational technical knowledge to identify the right internal teams. Identifies and mitigates blockers to customer success goals.
- Leads and is accountable, with support and guidance from senior colleagues, for execution of customer support obligations. Supports production level consumption through delivery orchestration by driving solution and operational health for customer accounts across the solution and support lifecycle. Is accountable for the delivery of support for resolution of escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations.

Technical Skilling

**Qualifications**:
Required/Minimum Qualifications
- Bachelor's Degree in Engineering, Information Technology, Business or related field AND 1+ year(s) work or internship experience in solution delivery, practice management, customer-facing consulting, or portfolio management experience

o OR equivalent experience.

Additional or Preferred Qualifications
- Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 2+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

o OR equivalent experience.

Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.