Microsoft Customer Success Account Manager - CTJ 

United States, District of Columbia, Washington 

596980780

• 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

• 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.

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

Other Requirements

Top SecretSecurity 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.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

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.

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.

Travel required: 50-75%

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