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Customer Success Account Mgmt

hace 4 meses

Bogotá, Bogotá D.E., Colombia Microsoft A tiempo completo

Overview

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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Are you a tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieve the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

Check out the CSAM role in the Customer Success Unit at Microsoft Be ready to make an impact

As a CSAM, you are the primary delivery and operations lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise. This role is flexible in that you can work up to (50%- 75%) from home.

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Business, Sociology, Psychology, Computer Science orrelated field AND 4+ years customer success, solution delivery, practicemanagement, customer-facing consulting, or portfolio management experience o OR 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 o OR equivalent experience Experience in service delivery management Experience in Cloud Technology (Azure, AWS, Google Cloud,etc) Fluency in Spanish and English

Additional or Preferred Qualifications

Microsoft or competitor equivalent (e.g., AWS (Amazon Web Services)) certification in relevant technologies (e.g., Azure, 365). Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification Project Management Institute (PMI) or equivalent Project Management certificati Prosci or equivalent Change Management certification.

Responsibilities

Customer Relationship Management

Builds and coaches others on customer, partner, and internal stakeholder
engagement strategy and models. Develops, maintains, and builds upon
foundational relationships with key customer stakeholders and technical
professionals to enable quality solution delivery and health using partnerships
with other account team leaders and leads orchestration across internal/external
stakeholders. Expands customer and partner relationships beyond the current
Unified Support contract consumers with a focus on leading the definition of
business outcomes and how to align Microsoft strategy to customer business
priorities. Identifies, navigates, communicates, and influences key customer technical,
business, and executive-level stakeholders (including partners). Guides and leads
conversations to facilitate the achievement of customer business objectives by
leveraging their investment in Microsoft. Maps internal roles to customer
priorities to action the needs of customers and provides input into customer
priorities. Holds, maintains, and nurtures internal stakeholder relationships.
Influences and challenges senior/executive internal stakeholders. Leads business
value conversations at customer executive levels. 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. Partners with Account Team
to create a customer success plan and contribute to the shared customer account
plan in support of customer objectives specific to the customer's business
transformation programs and common to their industry.
Technical Relevance

Technical Relevance

Understands, identifies, and aligns Microsoft solutions, and technical capabilities
(e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages
broad foundational industry and technical expertise to enable customer success.
Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV],
cross-cloud, partner) and aligns with technical specialists to identify relevant
cross-cloud technology solutions. Strengthens Microsoft's position in the
customers' cloud technology marketplace against competitors. Leverages
understanding of the customer's technology platform and Microsoft's technology
roadmap to enable customer digital transformation.

Customer Success Leadership

Engages in conversations with customers and demonstrates alignment between
customer objectives and the current Microsoft portfolio of work in the customer
account. Promotes the organizational and customer success strategy with
customers. Aligns Microsoft technology and services with the customer's goals
and objectives to form a cooperative strategy. Engages in account team planning,
promoting business and technical needs for change that challenge customer
thinking. Aligns with the account team to link Customer Success Plans (CSPs) with
account plan priorities and develop bookable programs of work. Challenges the
customer and influences their strategic decision making, driving the case for
change towards improved operational health. 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. Leverages Microsoft delivery
management methodologies, processes, and tools to manage and improve
customer operational health. Proactively identifies and mitigates customer
blockers by leveraging Microsoft solutions and services, and develops deliverable
programs of work. Orchestrates delivery resources to facilitate value realization
with a focus on driving operational health. Leads delivery program reviews with
internal stakeholders to ensure alignment on customer outcomes and account
priorities. Leads escalation management and communications for delivery
programs in the customer account. Proactively identifies, monitors, and mitigates actual and potential blockers to
consumption through data analysis and customer feedback. Mobilizes resources
to address actual and potential blockers to consumption, associated issues, and
to ensure delivery on Customer Success Plans (CSPs). Holds accountability for
identified consumption milestones and their completion. Partners with customers
to proactively identify opportunities for growth, optimize usage, and drive
adoption. Partners with customers to understand their business objectives,
identify opportunities where Microsoft offerings can help achieve those
objectives, and aligns Microsoft products and services to agreed-upon customer
outcomes and account priorities. Leverages an understanding of the customer's
needs and business objectives to identify opportunities where Microsoft can
provide added value to maximize retention and minimize churn.

Other

Embody our and Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect