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Customer Success Account Manager - CTJ
Washington, DC
Job Description
OverviewWe are looking to hire a Customer Success Account Manager to join Microsoft Federal. Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission. 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. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment - Civilian, Defense, or intelligence community. Customer Success: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
ResponsibilitiesAs a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through the management of program deliveries and customer relationships. The prevailing business priority is the customers' successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more! Key Accountabilities include:* Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.* Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premises workloads.* Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.* Develop deep relationships with key customer Software Engineering and IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates. Be the voice of the customer.* Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.* Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate. Leadership - This role requires communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM will show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.Relationship Building - Track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required. Experience in U.S. Department of Defense Combatant Commands, Interagency customers, and other Department of Defense customer sets. Program Management - Skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference. Travel required: 50-75% OtherEmbody our culture and values
ResponsibilitiesAs a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through the management of program deliveries and customer relationships. The prevailing business priority is the customers' successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more! Key Accountabilities include:* Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.* Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premises workloads.* Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.* Develop deep relationships with key customer Software Engineering and IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates. Be the voice of the customer.* Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.* Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate. Leadership - This role requires communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM will show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.Relationship Building - Track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required. Experience in U.S. Department of Defense Combatant Commands, Interagency customers, and other Department of Defense customer sets. Program Management - Skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference. Travel required: 50-75% OtherEmbody our culture and values
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
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