.builds and executes shared plans with customers.
manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts.
enable customers to use their benefits effectively.
provides direction for other members of the account team to develop a deep understanding of their customer's business and technical objectives.
sets priorities for microsoft to contribute to the customer's success in those areas.
plans the delivery of services to achieve success criteria for top priority solutions and workloads.
provides direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads.
develops and executes technical skilling plan to build technical expertise aligned with customer and business priorities.
*we are looking for a highly motivated and passionate customer success account manager to drive program management for strategic customers that have a significant number of key cross-cloud workload engagements running concurrently.
as the csam you will drive consumption planning & execution, as well as the acceleration of cloud adoption from pilot/mvp to production for customer cloud engagements.
this will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.
*responsibilities*:customer relationship management- learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., information technology directors, chief technical office [cto], chief innovation officer [cio], line-of-business leaders) and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders (e.g., account executive, account technology strategist) and with guidance from senior colleagues.
expands customer relationships beyond the current support contract owners with a focus on understanding business priorities and how they tie to consumption outcomes.- gathers information on the business and information technology objectives for customer organizations to identify customer needs and create a shared plan to support customer outcomes using partnerships with other account team leaders.
captures new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects.account planning- engages in conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities.
develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success