Customer Success Account Manager

1 semana atrás

Lisboa, Lisboa, Portugal Microsoft Tempo inteiro

With over 18,000 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.


The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.


As a Customer Success Account Manager in Customer Success Organization, you will act as a trusted advisor for a portfolio of customers managing their support contracts.

You will oversee the strategic planning and execution of customer success programs, manage customer expectations and priorities, and ensure customer satisfaction and loyalty.

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:

  • Develops and maintains relationships with key stakeholders to ensure quality solution delivery and align Microsoft strategy with customer priorities.
  • Guides conversations with technical and executive stakeholders to achieve customer objectives and influence strategic decisionmaking.
  • Partners with account teams to create customer success plans and align Microsoft solutions with customer transformation goals.

Technical Relevance:

  • Aligns Microsoft solutions with customer needs and priorities, leveraging industry expertise and technical capabilities.
  • Identifies and aligns crosscloud technology solutions to strengthen Microsoft's position in the marketplace.

Customer Success Leadership:

  • Demonstrates alignment between customer objectives and Microsoft offerings, promoting a cooperative strategy.
  • Leads program planning and reviews to address customer outcomes, leveraging delivery management methodologies.
  • Proactively identifies and mitigates blockers to consumption, driving adoption and maximizing customer value.

Qualifications:

Required/Minimum Qualifications

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND relevant and substantial customer success, solution delivery, practice management, customerfacing consulting, or portfolio management experience.
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND substantial customer success, solution delivery, practice management, customerfacing consulting, or portfolio management experience
  • OR equivalent experience.
Additional or Preferred Qualifications

  • Multiyear 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, as well as Project Management Institute (PMI) or equivalent Project Management certification.
  • Fluency in Norwegian would be a strong asset.

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