Microsoft Customer Success Account Manager CSAM 

Canada, Alberta, Calgary 

795348350

the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

With over 17,000 employees worldwide, the mission of the Customer Success Unit (CSU) organization is to empower customers to accelerate business value through differentiated customer experiences thatMicrosoft’s products, services, and partnerships. Come join CSU and help us build a future where customers achieve their business outcomes faster with technology that does more.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required/Minimum Qualifications

• , Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • • ORMaster'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
    • ORequivalent experience.

Additional or Preferred Qualifications

• 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
  • • ORMaster'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 managementexperience
    • OR equivalent experience.
• 3+ years relevant work experience within customer industry.
• Microsoft or competitor equivalent 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.
• Proscior equivalent certification.

- The typical base pay range for this role across Canada is CAD $91,000 - CAD $168,400 per year.

Find additional pay information here:
Microsoft will accept applications for the role until September 10, 2024.

• Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops,maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders.
• Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition ofbusiness outcomes and how to align Microsoft strategy to customer business priorities.
• Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations tofacilitatethe achievement of customer businessobjectivesbyleveragingtheir investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities.
• Holds,maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.
• Initiates the gathering of information on the business and Information Technologyobjectivesfor customer organizations using partnerships with other account team leaders toidentifycustomer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customerobjectivesspecific to the customer's business transformation programs and common to their industry.

Technical Relevance

• identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
• Leverages broad foundational industry and technicalexpertiseto enable customer success.
• Identifiescomplex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists toidentifyrelevant cross-cloud technology solutions.
• Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors.
• Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

• demonstratesalignment between customerobjectivesand the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers.
• Aligns Microsoft technology and services with the customer's goals andobjectivesto form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
• Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health.Proactivelyidentifiesand mitigates customer blockers byleveragingMicrosoft solutions andservices, anddevelops deliverable programs of work.
• Orchestrates delivery resources tofacilitatevalue realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
• Proactivelyidentifies,monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability foridentifiedconsumption milestones and their completion. Partners with customers to proactivelyidentifyopportunities for growth,optimizeusage, and drive adoption. Partners with customers to understand their businessobjectives,identifyopportunities where Microsoft offerings can help achieve thoseobjectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and businessobjectivestoidentifyopportunities where Microsoft can provide added value to maximize retention and minimize churn.

• Embody our