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Learns customer, partner, and internal stakeholder engagement models. Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Grows technical aptitude and industry awareness to translate customer interactions into customer business impact and value. Listens to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account. Supports 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.

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.

This role is flexible in that you can work up to 100% from home. Relocation assistance is not available for this role.

Responsibilities

Customer Relationship Management

Learns how to identify, navigate, and communicate with key customer technical stakeholders at different levels. Learns how to guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Learns how to map internal roles to customer priorities to action the needs of customers. Learns how to develop key internal stakeholder relationships.

Learns customer, partner, and internal stakeholder engagement models. Supports 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. Manages customer relationships beyond the current Unified Support contract owners with a focus on understanding business objectives and roadmaps.

Customer Success Leadership

Listens to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account. Understands the organizational and customer success strategy. Understands Microsoft technology and services. Participates in account team planning, learning to identify 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 customers to design programs of work.

Supports 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. Learns and begins to apply the use of Microsoft delivery management methodologies, processes, and tools to assess customer operational health. Supports the identification and mitigation of customer blockers by leveraging Microsoft solutions and services, and the development of 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. Supports escalation management and communications for delivery programs in the customer account.

Technical Relevance

Grows technical aptitude and industry awareness to translate customer interactions into customer business impact and value.

Qualifications

Required qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field

• OR equivalent experience.

Preferred qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

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

Customer Success Account Mgmt IC2 - The typical base pay range for this role across the U.S. is USD $66,900 - $135,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $89,600 - $148,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until February 28, 2025

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .