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With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer''s business transformation programs and common to their industry. Leverages understanding of the customer''s technology platform and Microsoft''s technology roadmap to enable customer digital transformation. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Leads the 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. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption.

This role is flexible in that you can work up to 50% from home.

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.

Responsibilities

Customer Relationship Management

· 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 of business 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 to facilitate the achievement of customer business objectives by leveraging their 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 Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer''s business transformation programs and common to their industry.

Technical Relevance

· Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant 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.

Customer Success Leadership

· Engages in conversations with customers and demonstrates alignment between customer objectives and 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 and objectives to 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. Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value 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.

· Proactively identifies, 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 for identified consumption milestones and their completion. Partners with customers

to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer''s needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.

Qualifications

Bachelor's Degree in Business, Computer Science or related field AND Proven 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 Proven 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, Computer Science or related field AND Solid years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR Master's Degree in Business, Computer Science, or related field AND Solid years customer success, 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.

Knowledge, Skills, Abilities

· Account Management · Business Acumen · Business Analysis · Business Knowledge · Change Leadership Facilitation · Change Management · Competitive Analysis · Conflict Resolution · Consultative Selling · Creativity · Customer Success · Data Analysis · Decision Making · Delivery Excellence · English Language Proficiency · Executive Presence · Financial Analysis · Influencing for Impact · Microsoft Product Knowledge · Microsoft Support · Multi-Initiative Program Management · Negotiation · Operational Excellence · Oral Communication · Presentations · Problem Solving · Project Management · Quality Assurance · Relationship Management · Storytelling · Team Facilitation · Technical Communication · Technical Sales · Technology Impact Communication · Technology Industry Knowledge · Trusted Advisor · Written Communication

-BS in computer Science or engineering or IT domain or higher certificates

• Worked with customer facing roles

• Understand cloud technologies with previous technical background

• Excellent English commands

• Excellent presentation skills and very well spoken in public and different type of stakeholders from IT and C-levels

• Knowledgeable of account management, customer success and stakeholder management and relationships

• Azure Certification about MS Azure products and Services

• Worked before in any of cloud solutions providers or organizations

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .