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Senior Principal Customer Success Account Manager

WHAT JOINING THE MICROSOFT TEAM MEANS

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. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

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.

We are introducing a new senior customer facing role (Senior Principal Customer Success Account Manager) responsible for customer success through the management of program deliveries and strong customer executive relationships at our largest, most complex global strategic customers. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. This role will be front and center with our customers in support of their digital journey and empowering them to achieve more.

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Responsibilities

THE IMPACT YOU'LL BE MAKING

The Senior Principal CSAM provides delivery leadership, for our largest and most complex accounts, focused on ensuring delivery is driving the customer’s success and consistently achieving our shared objectives and outcomes. They will oversee and ensure prioritized alignment of coordinated outcomes across Customer Success Engagements and Support Programs that will drive customer business outcomes, cloud consumption, supportability, and operational health improvements.

Key Accountabilities include:

  • Provides Senior Delivery Leadership - Leads a virtual team of CSAM’s and the overall global account support and success team to ensure the health of the customer’s solutions, orchestrated prioritized modernization and transformation projects, which lead to customer outcomes. ?
  • Engages Customer Executive Sponsors - Establishes and nurtures strong executive sponsorship and manages the relationships with customer leadership to drive the execution of the support coverage model, strategic account plan, consumption roadmap & delivery execution oversight. ?
  • Accountable for the Customer Success Cloud Consumption Planning and Execution
  • Aligns the strategic account planning and cross-organization support coverage to drive consumption planning and success engagement execution aligned to the desired customer outcomes.
  • Accountable for the development and execution of the internal and customer-facing aspects cross-cloud consumption plan, with support from the technical resources aligned to the account. Ensures prioritized Success Engagements progress from Validate through Commit with a Program Delivery plan and up-to-date milestones.?
  • Leads the Customer Success & Support team, aligning to prioritized customer solutions, managing the Strategic account plan at a global level.
  • Leverage technology experience - Is experienced with real-world, hands-on experience designing, developing, deploying, and supporting large technology solutions. Knowledgeable and experienced in creating solutions that leverage cloud technologies and that provide maximum business value, which sustain the test of time.?
  • Engages Microsoft Executive Sponsors - Aligns with Microsoft Executive Sponsors to establish an engagement model and manage the communication & escalation strategies with customer leadership.
  • Qualifications

    WHO WE ARE LOOKING FOR

    We are looking for a highly motivated and passionate person.

    Check out the Senior Principal Customer Success Account Manager role at Microsoft! Be ready to make impact!

    Experiences Required:

  • Business ownership and growth-oriented mindset, ability to drive predictable delivery business within portfolio.
  • 10+ years of success in complex engagement management and/or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred.
  • Experience with an global enterprise environment with an understanding of corporate customer support needs.
  • Self-driven problem-solving attitude and a curious mind, willing to learn more and help others.
  • Thriving in the fast-paced matrix managed environment.
  • Relationship Building - Proven 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.
  • Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Business Owners, Senior Executives, IT management, Database administrators and Data Scientist).
  • BSc/MSc degree, including Computer Science/Engineering, Microsoft technology knowledge preferred.
  • Technical - Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred. Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs preferred.
  • Excellent English language skills.

    #customersuccess

    #WECSU


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