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. In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day.

Are you a 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 achieve 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?

Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make an impact!

As a CSAM, you are the primary delivery and operations 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 opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise. This role is flexible in that you can work up to (50%- 75%) from home.

Responsibilities

Customer Relationship Management

• Builds and coaches others on customer, partner, and internal stakeholderengagement strategy and models. Develops, maintains, and builds uponfoundational relationships with key customer stakeholders and technicalprofessionals to enable quality solution delivery and health using partnershipswith other account team leaders and leads orchestration across internal/externalstakeholders. Expands customer and partner relationships beyond the currentUnified Support contract consumers with a focus on leading the definition ofbusiness outcomes and how to align Microsoft strategy to customer businesspriorities.

• Identifies, navigates, communicates, and influences key customer technical,business, and executive-level stakeholders (including partners). Guides and leadsconversations to facilitate the achievement of customer business objectives byleveraging their investment in Microsoft. Maps internal roles to customerpriorities to action the needs of customers and provides input into customerpriorities. Holds, maintains, and nurtures internal stakeholder relationships.Influences and challenges senior/executive internal stakeholders. Leads businessvalue conversations at customer executive levels.

• Initiates the gathering of information on the business and InformationTechnology objectives for customer organizations using partnerships with otheraccount team leaders to identify customer priorities. Partners with Account Teamto create a customer success plan and contribute to the shared customer accountplan in support of customer objectives specific to the customer's businesstransformation programs and common to their industry.Technical Relevance

Technical Relevance

• Understands, identifies, and aligns Microsoft solutions, and technical capabilities(e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leveragesbroad 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 relevantcross-cloud technology solutions. Strengthens Microsoft's position in thecustomers' cloud technology marketplace against competitors. Leveragesunderstanding of the customer's technology platform and Microsoft's technologyroadmap to enable customer digital transformation.

Customer Success Leadership

• Engages in conversations with customers and demonstrates alignment betweencustomer objectives and the current Microsoft portfolio of work in the customeraccount. Promotes the organizational and customer success strategy withcustomers. Aligns Microsoft technology and services with the customer's goalsand objectives to form a cooperative strategy. Engages in account team planning,promoting business and technical needs for change that challenge customerthinking. Aligns with the account team to link Customer Success Plans (CSPs) withaccount plan priorities and develop bookable programs of work. Challenges thecustomer and influences their strategic decision making, driving the case forchange towards improved operational health.

• Leads the strategic execution of program planning and customer-facing programreviews, prioritization of engagements, and management of key stakeholder andexecutive expectations to address agreed-upon customer outcomes and accountpriorities to deliver ongoing customer success. Leverages Microsoft deliverymanagement methodologies, processes, and tools to manage and improvecustomer operational health. Proactively identifies and mitigates customerblockers by leveraging Microsoft solutions and services, and develops deliverableprograms of work. Orchestrates delivery resources to facilitate value realizationwith a focus on driving operational health. Leads delivery program reviews withinternal stakeholders to ensure alignment on customer outcomes and accountpriorities. Leads escalation management and communications for deliveryprograms in the customer account.

• Proactively identifies, monitors, and mitigates actual and potential blockers toconsumption through data analysis and customer feedback. Mobilizes resourcesto address actual and potential blockers to consumption, associated issues, andto ensure delivery on Customer Success Plans (CSPs). Holds accountability foridentified consumption milestones and their completion. Partners with customersto proactively identify opportunities for growth, optimize usage, and driveadoption. Partners with customers to understand their business objectives,identify opportunities where Microsoft offerings can help achieve thoseobjectives, and aligns Microsoft products and services to agreed-upon customeroutcomes and account priorities. Leverages an understanding of the customer'sneeds and business objectives to identify opportunities where Microsoft canprovide added value to maximize retention and minimize churn.

Other

• Embody our culture (https://careers.microsoft.com/v2/global/en/culture) and values (https://www.microsoft.com/en-us/about/corporate-values)

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science orrelated field AND 4+ years customer success, solution delivery, practicemanagement, customer-facing consulting, or portfolio management experience o OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience o OR equivalent experience

• Experience in service delivery management

• Experience in Cloud Technology (Azure, AWS, Google Cloud,etc)

• Fluency in Spanish and English

Additional or Preferred Qualifications

• Microsoft or competitor equivalent (e.g., AWS (Amazon Web Services)) 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 certificati

• Prosci or equivalent Change Management certification.

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) .