Customer Success Account Management
2 weeks ago
At Microsoft Middle East (Saudi) we are seeking a
**Customer Success Account Manager** who embraces the values of people leader:
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.
**Responsibilities**:
**Customer Relationship Management**:
- Leads by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts. Ensures the customer is recognizing value as planned. Identifies and manages potential issues, escalating to appropriate teams for resolution.
- Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads business value conversations with key stakeholders.
- Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations. Organizes resource efforts to meet the most critical needs and expectations of customers. Communicates the status of delivery programs linked to customer priorities with internal stakeholders.
**Technical Relevance**:
- Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction.
**Customer Success Leadership**:
- Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value. Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives. Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.
- Coaches team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Coaches team on leveraging Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Coaches team on identifying and mitigating customer blockers by leveraging Microsoft solutions and services, and developing deliverable programs of work. Guides team through leading delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads executive escalation management and communications for delivery programs in the customer account. Runs rhythms of business (RoBs) reviewing delivery excellence metrics (e.g., delivery backlog, bookings, unstaffed requests).
- Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. Coaches team to deliver customer value, drive business growth, maximize customer retention and minimize customer churn.
**Qualifications**:
**Required/Minimum Qualifications**:
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5 + 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.
**Additional or Preferred Qualifications**:
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field
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