Microsoft Customer Success Account Manager 

South Korea, Seoul 

456885265

Required Qualifications (RQs)

• Bachelor'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 Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience

Preferred Qualifications (PQs)

• 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 experience
  • OR 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 experience
  • OR equivalent experience
• 3+ years relevant work experience within customer industry
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure,Microsoft365)
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
  • Project Management Institute (PMI) or equivalent Project Management certification
  • Prosci or equivalent certification

• Customer Relationship Management: You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues.
• Customer Success Leadership and Customer Strategy and Growth: You willlisten to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.
• You will align 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: You will support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopts the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
• You will meet consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and takes action to drive usage while you develop and leverage anunderstanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.
• Understands, identifies, and aligns Microsoft solutions and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer requirements and priorities. Utilizes broad industry and technical expertise to support customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and collaborates with technical specialists to determine relevant cross-cloud technology solutions. Positions Microsoft within the customers' cloud technology landscape relative to competitors. Applies knowledge of the customer's technology platform and Microsoft's technology roadmap to facilitate customer digital transformation.