Customer Success Account Manager

4 weeks ago

Johannesburg, South Africa Microsoft Full time

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.

**Customer Success**: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

**Responsibilities**:
Customer Relationship Management
- Creates strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO]), partners, and technical professionals through a team of more junior Customer Success Account Managers (CSAMs) to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive, Account Technology Strategist). Drives accountability for top-tier customer relationships. Expands and ensures strategic customer and partner relationships beyond the current support contract owners to ensure relationships exist to build the plan with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.
- Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects across multiple planning horizons. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. 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
- Cultivates the image of Microsoft as a valued business partner by aligning the vision for Microsoft's offerings with customer's overall business and Information Technology objectives, as well as future industry needs, to balance strategic priorities across short-term, mid-term, and long-term objectives. Develops multiple complex programs and identifies executive sponsors for a contract and prioritizes engagements across solution areas to address strategic outcomes and drive customer success, taking into account deep insights about the industry as well as the customer. Challenges the customer and influences them to commit to major change efforts by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change, as well as insights from competitors. Supports account planning and acts as a change agent for the practice and advocates internally to help customers transform to modern digital approaches.
- Takes a leadership role in a global team to plan a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads globally. Ensures there is a robust consumption plan as part of account plan. Leads development of consumption plan. Leads support contract renewals and transformation, aligns with local growth goals, scopes opportunities, and develops net new customer acquisition strategies or add-on business for some of the most challenging and complex customers (e.g., global, high-revenue generation, complex transformation, strategic accounts) in partnership with Sales and Account teams across solution areas. Manages multiple complex opportunities to support the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.

Opportunity and Pursuit Management
- Leads the community or geographic area in recommending innovative opportunities for growth. Captures and communicates and brings forward recommendations from customer insights to lead sellers in identifying and producing cloud consumption and support sales opportunities. Directly enables cloud consumption revenue through consumption planning and participating in consumption opportunity development from envision to commitment.

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