Senior Customer Success Account Manager - CTJ - TS / SCI

Senior Customer Success Account Manager (CSAM)

The Microsoft Federal organization was established to address the unique mission, legal / regulatory requirements, and procurement rules and processes of the United States Government (USG). 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.

As a Senior Customer Success Account Manager (CSAM), you are 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. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Customer Relationship Management

Builds customer, partner, and internal stakeholder engagement models. Manages and / or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues. 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.

Technical Relevance

Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) 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.

Customer Success Leadership

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.

Other :

Embody our culture and values

Qualifications

Required / minimum qualifications :

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.

These requirements include, but are not limited to the following specialized security screenings :

Candidates must have an active TS / SCI and be willing to upgrade to TS / SCI with polygraph. This role will require candidates to maintain the TS / SCI with polygraph clearance.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and / or customer screening requirements may result in employment action up to and including termination.

Clearance Verification :

This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Microsoft Cloud Background Check :

This position will be required to pass the Microsoft Cloud background check upon hire / transfer and every two years thereafter.

Citizenship & Citizenship Verification : ?

This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and / or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance

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.

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