We are looking for a senior (ideally +10 years) Customer Success Account Manager with a proven track record and solid network at big industry customers, able to develop/consult/steer big infrastructure projects. Fluency in German and English is a prerequisite, same as on-site customer engagements.
As an Account Manager for Customer Success, you develop, maintain, and build upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships. You guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. As a CSAM, you partner with top customer Executives to create a customer success plan and steer against the agreed achievements specific to drive business transformation. You will lead the execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities. You will partner with your customers to proactively identify opportunities for growth, optimize usage, and drive adoption.
Responsibilities
* Customer Relationship Management
o Build and coach others on customer, partner, and internal stakeholder engagement strategy and models. Create, influence, and evolve healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Expand and hold accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
o Identify, navigate, communicate, and influence key customer technical, business, and executive-level stakeholders (including partners). Guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Map internal roles to customer priorities to action the needs of customers and provide input into customer priorities. Hold, maintain, and nurture internal stakeholder relationships. Influence and challenge senior/executive internal stakeholders. Lead business value conversations at customer executive levels and coach others to communicate effectively in business value conversations.
o Synthesize and combine various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identify customer priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry. Provide leadership to the team to execute support and consumption delivery programs. Use industry trends and program delivery progress to identify priority areas to drive customer environmental health outcomes. Share industry trends with customers in terms of Microsoft current practices for their industry.
* Technical Relevance
o Understand, identify, and align Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities. Leverage deep foundational industry, technical expertise, and visionary mindset to enable customer success. Articulate cross-cloud technology, solutions and services in a compelling way to internal and external stakeholders. Evangelize Microsoft's position in the customers' cloud technology marketplace against competitors. Leverage understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
* Customer Success Leadership
o Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Embrace the organizational and customer success strategy to maximize customer's investments and value. Drive and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customer's goals and objectives. Drive account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches. Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenge the customer and influence their strategic decision making, driving the case for change towards improved operational health.
o In partnership with key stakeholders and executives, develop and deliver strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverage, improve upon, and streamline Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Proactively anticipate, identify, and mitigate customer blockers and risks by leveraging Microsoft solutions and services, and develop deliverable programs of work. Orchestrate delivery resources to facilitate value realization with a focus on driving operational health. Lead delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Lead escalation management and communications for delivery programs in the customer account.
o Leverage and improve upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback. Mobilize resources to address actual and potential blockers to consumption, ensure delivery on and continuously refine Customer Success Plans (CSPs), and identify opportunities for consumption optimization. Hold accountability for identified consumption milestones and their completion. Partner with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute CSPs to meet them in order to manage consumption holistically across the entire portfolio. Proactively drive business growth strategies.
Qualifications
* Required/Minimum Qualifications
o Proven track record of articulating cross-cloud technology, solutions and services AND proven ability to develop/consult/steer big cloud infrastructure projects.
o Bachelor's or Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND several years (ideally 10+) of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
o Fluency in spoken and written German AND English is a must.
o Austrian driving license required.
* Preferred Qualifications
o Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
o Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
o Project Management Institute (PMI) or equivalent Project Management certification.
o Prosci or equivalent certification.
The salary for this role is starting from 74,600 euros per annum depending on experience.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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