Customer Success Account Manager (People Leader) in Microsoft

Microsoft's mission is to empower every person and every organization on the planet to achieve more.Join our customer centric team as the Customer Success People Leader to expand customer relationships to create cross-sell and upsell opportunities across CE EurA Countries ( Baltics, CIS, Moldova, Romania, Ukraine ).He /she leads and coaches business value conversations key stakeholders. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan, and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.ResponsibilitiesCustomer Relationship ManagementLeads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting executives (as appropriate). Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities. Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations key stakeholders.Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.Technical RelevanceCoaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.Customer Success LeadershipGuides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account, promoting identified opportunities for growth. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives. Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Coaches team on leveraging, improving upon, and streamlining the use of Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Coaches team on anticipating, identifying, and mitigating customer blockers and risks by leveraging Microsoft solutions and services, and developing deliverable programs of work. QualificationsRequired/minimum qualificationsMaster'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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.Additional Or Preferred QualificationsProsci or equivalent certification. Project Management Institute (PMI) or equivalent Project Management certification. 3+ years experience managing a consumption portfolio. 3+ years people management experience. 5+ years relevant work experience within customer industry. Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ 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 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.Business AcumenThe ability to understand the parts of the business and their interrelationships. This includes skill in understanding the industry, competition, and expected future developments and challenges, the business's competitive strengths and weaknesses, opportunities to grow the business and reduce operating costs; and awareness of the environment for opportunities.Business AnalysisThe ability to identify business needs and determine solutions to business problems; solutions may include a software-systems development component, process improvement, organizational change or strategic planning and policy development.Business KnowledgeThe ability to appreciate the technical nature of the business, as well as how a particular function relates to that industry and the competition.Change Leadership FacilitationThe ability to lead others in implementing change. This includes knowledge of corporate processes, organizational structures, and operations necessary to influence change. This also includes the ability to collaborate with management to ensure people, financial, and informational resources are aligned; ensure decisions are made quickly; develop a 'when, what, how, and who' communication plan; monitor progress of initiatives; and capture lessons learned.Change ManagementThe ability to define and implement procedures and/or technologies to deal with changes in the environment. This may include adapting to change, controlling change, and/or affecting change.Competitive AnalysisThe ability to identify competitors and evaluate their respective strengths and weaknesses in terms of products, services, marketing, and other areas. This includes an ability to gather intelligence and interpret it for the purposes of business decisions.Conflict ResolutionThe ability to manage conflict, disharmony, and strife among people and situations, while recognizing and addressing sensitivities.Consultative SellingThe ability to understand customer needs through dialogue before recommending products/services.Microsoft Product KnowledgeKnowledge of Microsoft products and the ability to participate in technical conversations related to products.Oral CommunicationThe ability to make a verbal message understood and to receive/understand messages during in-person or remote (e.g., telephone) interactions.Trusted AdvisorThe ability to build trusted advisor status and deep relationships across stakeholders (e.g., technical decision makers, business decision makers) through an understanding of customer needs and technologies.Written CommunicationThe ability to prepare clear, accurate, and understandable written text, and follow the basic rules of spelling, grammar, and punctuation. This may include memos, emails, proposals, reports, and professional or general correspondence.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. Show more Show less Position level Not applicable Type of employment Full-time Job responsibilities Sales and Business Development Industries Software development