Customer Success Account Manager

• Company Microsoft
• No. of Openings 10+
• Salary Not Disclosed
• Work Type on-site

Job Description :

Responsibilities

Key responsibilities include:

• Partner with all required Microsoft stakeholders in the subsidiary to drive role clarity, account coverage, project assignment and effective cross-team collaboration
• Provide delivery leadership and orchestration across the Success & Support (CSS) team, Microsoft technical specialists, customer technical teams, Microsoft and partner project teams, and other team members as appropriate. Balances prioritization between implementing new capabilities and ensuring customer operational health.
• Ensure you and your team deliver high quality production deployments that are resilient and successful .
• Drive operational excellence, including timely consumption opportunity management and high-quality reporting and insights

Customer Relationship Management

• Create, establish, and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
• Develop Practice strategy aligned with business and IT objectives, priorities, and strategies of the Customer.

Microsoft Stakeholder Management

• Partner with the Account Executive / Account Technology Strategist to build and execute the Account Plan.
• Develop and support the portfolio prioritization and planning of Customer engagements to achieve Customer objectives and value.
• Lead the success & support team, aligning to prioritized customer solutions, managing the Strategic account plan at a global level.
• Align with Microsoft Executive Sponsors to establish an engagement model and manage the communication & escalation strategies with customer leadership.

Consumption, Delivery Execution, and Support Outcomes

• Direct accountable for the effective delivery against the portfolio of prioritized solutions and workloads to drive Customer value realization and Microsoft cloud consumption.
• Anticipate, identify, and mitigate blockers to Customer success goals and partners with internal and external stakeholders to accelerate Customer value realization and Customer satisfaction.
• Balance prioritization between implementing new capabilities and ensuring customer operational health.
• Align the strategic account planning and cross-organization support coverage to drive consumption planning and success engagement execution aligned to the desired customer outcomes.

Qualifications

• Experience: 6+ years of experience in senior roles attributing to technical sales, consultative/technical engagement, and delivery management and/or program management for large, complex, and strategic customers. Prior work experience in a Senior Program Manager or Senior Engagement Manager position focused on Cloud and software/services solution preferred.
• Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers required .
• Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required .
• Delivery, Program and Change Management
• Experience driving business change management and/ or technical adoption required.
• Experience leading large technology programs that involve multiple technology areas, multiple stakeholders, are high risk, and highly visible across significantly sized technical teams that include coordination of multiple parties (e.g., partners, onshore and offshore resources).
• Experience driving operational excellence, including timely consumption opportunity management and high-quality reporting and insights.
• Technical
  • Experience with real-world, hands-on experience designing, developing, deploying, and supporting large solutions leveraging cloud technologies required.
  • Ability to stay up to date on new/improved Azure scenarios and workloads required.
  • Ability to act on Customer Escalation and needs, unblock the customer through orchestration of right resources at the right time required
  • Possess technical leadership through prior technical coaching/leadership roles required.
  • Technical understanding of cloud workloads (modern workplace, applications & infrastructure, data & AI) is a good-to-have.
  • Knowledge of market trends and competitive insights preferred.
• Education
• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field preferred.
• PMP or other project management certification preferred.
• Certification in one or more of the following technologies preferred: Cloud, mobile, cloud-native application architecture (i.e., containers, microservices, API management), container orchestration systems (i.e., Docker, Kubernetes, Cloud Foundry, etc.), Database, Big Data, BI, Data Science, Machine Learning, Artificial Intelligence.
• Professional certification preferred: ACP, PMI, or equivalent Project Management certification; Prosci or equivalent.
• Experiences
• Deep understanding and experience of the Public Sector key challenges, priorities, and stakeholders preferred.
• Singapore Citizenship/Permanent Resident preferred.
• Must be willing and able to obtain and maintain a Singaporean Security Clearance required.