Microsoft Customer Success Account Manager - Delos 

Germany 

55995847

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is anchored on embracing a growth mindset, where anyone can change, learn, and grow. The Public Sector organization’s mission is to support the digital transformation of our customers and clients with the aim of creating economic, social and ecological benefits for the benefit of Germany’s society and abroad.

What We’re Doing:

is responsible for successful positioning of cloud platforms (sovereign to public) to enable complex digitization projects in all segments of MGermany’s Public Sector: Government, Healthcare& Life, Education, Defense & Intelligence.Our responsibility is to define and implementPublic Sector cloud strategymarket entry, portfolio development and partner management.

As part of the further implementation of the Delos Cloud as a BSI-certified sovereign cloud offering for government clients in the public sector, we are assembling a GTM team that will explicitly handle the introduction of Delos Cloud services in Germany.The position of the Delos Cwill be organizationally placed in thearea, with functional management carried out in joint coordination with the Cloud Lead Public Sector.

Why We Need You:

as well as Delossuccess through the management of program deliveries and strong customer relationships. The prevailing business priority is the customers’ successful adoption and productive use ofcloud technologies.

is looking for a highly motivated individual tomanage a– from Public Cloud to Sovereign (Delos) Cloud.Establish trustnd credibility. Understand the customer’s business goals, challenges and pain points. Provide proactive and timely communication and follow-upon delos related matters. Ensure customer satisfactionand loyalty by delivering exceptional service and value.

Required/Minimum Qualifications

• Bachelor's Degree in Engineering, Information Technology, Business, or related field AND multiple years of solution delivery, practice management, customer-facing consulting, or portfolio management experience

• Master's Degree in Engineering, Information Technology, Business, or related field AND multiple years of solution delivery, practice management, customer-facing consulting, or portfolio management experience

• OR equivalent experience.

Additional or Preferred Qualifications

• Bachelor's Degree in Engineering, Information Technology, Business, or related field AND several years of solution delivery, practice management, customer-facing consulting, or portfolio management experience

• Master's Degree in Engineering, Information Technology, Business, or related field AND several years of solution delivery, practice management, customer-facing consulting, or portfolio management experience

• OR equivalent experience.

• Multiple years of relevant work experience within public sector industry in Germany.

• Microsoft or competitor equivalent (e.g., AWS) 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.

• or equivalent certification.

to Delos Cloud and Delos Cloud

• Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief TechnicalOffice[CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.

• with a special focus on Delos Cloud customers, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.

Account Planning

• Drives conversations withDelos Cloud and Delos Cloudcustomers 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. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change. Supports account planning and advocates for change internally to help customers transform to modern digital approaches.

• Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, partners with sellers lead to upsell, and transition to Unified Support by aligning to local growth goalsacross solution areas.

Opportunity and Pursuit Management

• Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing opportunities (e.g., add-ons, cloud consumption, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Proactively seeks opportunities to develop the value of support and expand offerings by communicating the customer value to an internal audience.

Consumption and Delivery Execution

• Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations. Leads complex internal Microsoft technical/sales teams or partners to address (e.g., involving large number of teams, multi-technology), using a breadth of technical knowledge to identify a broad set of internal teams and ensure progress across solution areas.Identifiesandmitigatesblockerstocustomersuccessgoals.

• Leads and is accountable for the direction of solution deliveries and secures resources to deliver on customer obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams.

Technical Skilling

• Leverages intermediate technical expertise to act as a technology advisor and visionary. Connects business to technology. Speaks to necessary technology, solutions, and services for specific customer scenarios. Contributes to forecasts of resource needs and timing to help removes obstacles. Leverages experience as a practitioner of technology across one cloud area from design through operations and within another cloud workload/area to lead program governance and executionoversight.