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Customer Success Account Mgmt
hace 1 mes
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.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.
This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.
The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
**Responsibilities**:
As a Customer Success Account Manager, you are the primary customer-facing role responsible for customer success by managing program deliveries and strong customer relationships.
Our priority is the customers' successful adoption and productive use of Microsoft cloud technologies.
You are front and center with our customers supporting their digital journey and empowering them to achieve more
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 prioritized workloads' health, performance, and business capabilities to drive customer value realization.
- Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs.
- Track, escalate and plan to remediate technical blockers and provide engineering feedback to further our product and solutions as appropriate.
We are always learning.
Insatiably curious.
We lean into uncertainty, take risks, and learn quickly from our mistakes.
We build on each other's ideas because we are better together.
We admire what humans dare to achieve and motivate each other every day to empower others to achieve more through technology and innovation.
Together we make a difference.
**Qualifications**:
**Required/Minimum Qualifications**
- Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR Master's Degree in Engineering, Information Technology, Business, or related field AND 3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- Fluent in Portuguese, English, and Spanish (reading, speaking and writing).
**Additional or Preferred Qualifications**
- Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 8+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Master's Degree in Engineering, Information Technology, Business, or related field AND 6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- 3+ years relevant work experience within customer industry.
- 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.
- Prosci or equivalent certification.
We are looking for a highly motivated and passionate Customer Success Account Manager
(CSAM) to drive program management for Commercial accounts that may have Cloud, on-premise, and hybrid workload engagements running concurrently.
The CSAM owns consumption and delivery execution of operative solutions and operational health as the single point of orchestration for technical delivery teams and cross-cloud project oversight.
Education
- Bachelor's degree or equivalent work experienc
