Customer Success Account Manager - CTJ

Reston, VA, United States

We are looking to hire a Customer Success Account Manager to join Microsoft Federal.

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. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.

Responsibilities

As a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through the management of program deliveries and customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more!

Key Accountabilities Include

Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.

Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premises workloads.

Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.

Develop deep relationships with key customer Software Engineering and IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates. Be the voice of the customer.

Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.

Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.

Leadership - This role requires communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM will show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.

Relationship Building - 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. Experience in U.S. Department of Defense Combatant Commands, Interagency customers, and other Department of Defense customer sets.

Program Management - Skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.

We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

Travel required: 25-50%

Other

Embody our culture and values

Qualifications

Required/Minimum Qualifications

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 Master'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 equivalent experience.

3+ years experience with success in complex technical engagement management and/or program management.

Other Requirements

The successful candidate must have an active U.S. Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.

Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Preferred Qualifications

Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred. As well as experience with Department of Defense customers.

Experience driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Presentation skills with a degree of comfort with both large and small audiences and various levels of management (C-Suite).

Project Management Institute (PMI) or equivalent Project Management certification.

ProSci or equivalent change management certification.

Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.

Experience in one or more of the following technologies: Cloud, mobile, web application development, cloud-native application architecture Microsoft certification in relevant technologies (e.g.: Azure, M365), or competitor equivalent.

Customer Success Account Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $124,800 - $242,600 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 $159,000 - $264,000 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 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.

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