Overview
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, services, and partnerships.
Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins?
Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use?
Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms.
By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.
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.
Qualifications Required / Minimum Qualification
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND relevant experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- Fluent in Spanish and English (reading, speaking and writing).
Additional or Preferred Qualifications
- Bachelor's Degree in Engineering, Information Technology, Business, or related field AND experience in solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- 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.
Responsibilities Customer Relationship Management
Nurture, establish and develop relationships with key customer stakeholders to enable quality solution planning, delivery execution and governance.
Manage customer relationships with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft.
Develop communication techniques for holding business value conversations at customer executive levels.
Consumption Leadership - Customer Strategy and Growth
Own customer relationships to uncover customer priorities and opportunities to plan deliveries that increase deployment and adoption velocity of their Microsoft investments.
Partner with Account team peers to drive conversations with customers that define and prioritize the strategic alignment between your customer's and Microsoft's goals and objectives.
Work with customers to design programs that improve operational health.
Customer Success Leadership - Delivery and Program Management
Orchestrate delivery resources to facilitate value realization with a focus on driving operational health. Help customers realize the value of their Microsoft investments and leverage support agreements to achieve their goals.
Identify and mitigate customer blockers by leveraging Microsoft solutions and services and develop deliverable programs of work.
Customer Success Leadership Consumption Leadership
Help customers to achieve their consumption milestones aligned with their priorities, track progress, resolve blockers, and keep activities on schedule.
Identify areas where adoption could be improved, and take action to drive usage.
Technical Relevance
Understand, identify, and align Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
Leverage technical aptitude and industry awareness to translate customer interactions into customer business impact and value.
Identify customer scenarios and align with technical specialists to identify relevant cross-cloud technology solutions.
Develop an awareness of the cloud technology marketplace, including Microsoft competitors.
Benefits
Benefits / perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
- Industry leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
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