Customer Success Account Manager

Overview
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

As a Customer Success Account Manager (CSAM), you are a delivery leader in our organization and strategic partner and trusted advisor to your enterprise customers. You are responsible for execution against our Unified Contracts and orchestration of cross-functional programs that deliver customer value and enable transformational customer outcomes.

Your main goal is to guide our customers to better deploy, adopt, and gain long-term business value from their investment in Microsoft. In turn, their successes will ensure we grow our Azure consumption, Microsoft 365 usage, and Business Applications and Artifical Intelligence adoptiation. Ultimately, when customers are successful, we are successful.

This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

Responsibilities
Customer Relationship Management

• Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Chief Information Security Officer [CISO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders and with guidance from senior colleagues. Expands and ensures customer and partner relationships with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.
• Proactively identifies customer needs, and creates a shared plan to support outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders.
• Captures and anticipates new customer business needs and outcomes identified during the delivery of support programs, 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

• Partners with Account team peers to drive conversations with customers that define and prioritize the strategic alignment between your customer's objectives and Microsoft's goals.
• Drives conversations with customers that present the strategic alignment between the customer objectives to set a long-term strategy for consumption aligned to those priorities.
• Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads

Opportunity and Pursuit Management

• 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. Directly enables cloud consumption revenue through consumption planning.

Consumption and Delivery Execution

• Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations. Leads and coordinates internal Microsoft technical/sales teams, using a breadth of technical knowledge, in order to drive production level consumption across solution areas to help our customers achieve their goals.
• Identifies and mitigates blockers to customer success goals.
• 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 across 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 technical expertise and experience in cloud technologies and services to act as a technology advisor. 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 leading large, multi-stream technology projects from design to production to help anticipate changes that could affect key projects.

Qualifications
Minimum/ Required Qualifications:

• Bachelor's Degree in Business, Econoy, Computer Science or related field AND customer success, solution delivery, practice management, program management, customer-facing consulting, or portfolio management experience.
• OR equivalent experience.
• Understanding of Microsoft Azure, Microsoft 365, Artificial Intelligence, Microsoft Security technologies and solutions, general IT knowledge of on-premises technologies
• This role requires collaboration customers, therefore fluency in Romanian and English is required.
• Drivers license

Additional/ Preferred Qualifications

• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Technical expertise in other global cloud providers' domain
• Prosci or equivalent certification.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about
requesting accommodations.