Customer Success Account Manager

Senior CSAM Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Understands, identifies, and aligns Microsoft solutions, and technical capabilities. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the strategic 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 to deliver ongoing customer success. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback.    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.

Customer Relationship Management: You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues.   Customer Success Leadership and Customer Strategy and Growth: You will listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.   You will align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.   Customer Success leadership - Delivery and program Management: You will support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.   You will initiate 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 and ensure you align Microsoft technology and services with the customer goals and objectives.   You will meet consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and takes action to drive usage while you develop and leverage an   understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.

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.  Advanced English level Additional or 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,