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About the Role

Expands customer relationships to create cross-sell and upsell opportunities. Leads and coaches business value conversations with key stakeholders. Reviews and communicates the status of delivery programs linked to customer priorities. Coaches team members on industry and Microsoft technical insights. Leads the team to adopt organizational and customer success strategy to maximize customer investments and value. Coaches team on developing and delivering strategic roadmaps, managing stakeholder expectations, and prioritizing engagements to deliver ongoing customer success. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention, and minimize customer churn. This role includes people management responsibilities.

Responsibilities

Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations.
Prioritizes resource efforts to meet the most critical needs and expectations of customers, including customer security and resiliency needs.
Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.
Identifies, understands, influences, and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders.
Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes.
Leads and coaches business value conversations with key stakeholders, incorporating a focus on security and resiliency.
Leads by example, modeling a security-first approach, through owning operational executive relationships with key customer, partner, and internal contacts.
Ensures the customer is recognizing value as planned.
Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution.
Expands customer relationships to create cross-sell and upsell opportunities.
Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption.
Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed.
Coaches team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.
Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.
Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
Coaches team on leveraging, improving upon, and streamlining the use of Microsoft delivery management methodologies, processes, and tools.
Coaches team on anticipating, identifying, and mitigating customer blockers and risks (including security and compliance risks).
Guides team through leading delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.
Leads executive escalation management and communications for delivery programs in the customer account.
Runs rhythms of business (RoBs) reviewing delivery excellence metrics.
Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work.
Promotes identified opportunities for growth.
Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas.
Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services.
Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.
Drives the security-first mindset in strategic planning and mentors teams to align Microsoft solutions with customers’ security and business objectives.
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals.
Coaches team members on and stays current with industry and Microsoft technical insights.
Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.

Requirements

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
5+ years relevant work experience within customer industry.
3+ years people management experience.
3+ years experience managing a consumption portfolio.
Project Management Institute (PMI) or equivalent Project Management certification.
Prosci or equivalent certification.

Skills

Customer Relationship Management
Customer Success Leadership
People Management
Technical Relevance
Security-first approach
Cross-sell and upsell
Business value conversations
Delivery programs
Customer priorities
Industry and Microsoft technical insights
Customer Success strategy
Strategic roadmaps
Program planning
Stakeholder expectations
Customer outcomes
Account priorities
Customer retention
Customer churn
Resource mobilization
Consumption acceleration
Pipeline opportunities
Milestone accountability
Customer adoption
Active usage
Microsoft products and services
Delivery management methodologies, processes, and tools
Risk mitigation
Security and compliance risks
Microsoft solutions and services
Delivery program reviews
Executive escalation management
Rhythms of business (RoBs)
Delivery excellence metrics
Customer objectives alignment
Microsoft portfolio
Growth opportunities
Customer investments
Customer value
Microsoft technology adoption
Account team planning
Digital transformation
Modern digital approaches
Security objectives
Business objectives
Empowerment
Accountability
Modeling
Coaching
Caring
Culture
Values
Leadership principles
Team objectives and outcomes
Enabling success across boundaries
Adaptation and learning
Attracting and retaining talent
Individual capabilities and aspirations
Investing in growth
Training plans
Technical knowledge development
Industry knowledge development
Microsoft technical insights
Microsoft competition analysis

Experience Level

4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
5+ years relevant work experience within customer industry
3+ years people management experience
3+ years experience managing a consumption portfolio

Education Level

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field
Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field

Salary/Compensations

USD $130,900 - $251,900 per year
USD $165,600 - $272,300 per year

Benefits

Certain roles may be eligible for benefits and other compensation.

About the Company

Microsoft is an equal opportunity employer.

Equal Opportunity

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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.