Customer Success Account Manager

4 months ago

Hong Kong, Hong Kong SAR China Microsoft Full time

Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.


Are you the 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 achieving 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? As a CSAM, you are the primary delivery 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. Check out the CSAM role in the Customer Success Unit at Microsoft Be ready to make impact This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise. 

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.

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, or portfolio management experienceOR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR equivalent experience. 10+ years relevant work experience within customer industry. 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 certification.Prosci or equivalent Change Management certification.

Responsibilities

· Customer Relationship Management

You will nurture, establish, and expand relationships with key C-level customer stakeholders to enable clear understanding of customer priorities and goals to align quality solution planning, delivery execution and governance.

· Customer Success Leadership – Consumption Leadership

Lead the delivery of Microsoft solutions and take ownership of team orchestration and coordination that accelerates production level consumption and customer adoption across all three clouds. Ensure there is alignment to top customer priorities to help our customers get value from their Microsoft investments and leverage support agreement to achieve their goals.

· Customer Success Leadership – Customer Strategy and Growth

Engages conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Aligns 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

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.

· Technical Relevance

Develop technical competency across a breadth of Solution areas which supports customer advice, connecting their business goals to Microsoft solutions. 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

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