Senior Customer Success Account Manager

19 hours ago

Singapur, Singapore MICROSOFT REGIONAL SALES PTE. LTD. Full time
Job Summary

We are seeking a highly skilled CUSTOMER SUCCESS ACCOUNT MANAGER to join our team at MICROSOFT REGIONAL SALES PTE. LTD. This role will be responsible for building and coaching others on customer, partner, and internal stakeholder engagement strategy and models.

Key Responsibilities
  • Customer Relationship Management
    • Identify, navigate, communicate, and influence key customer technical, business, and executive-level stakeholders (including partners).
    • Guide and lead conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft.
    • Map internal roles to customer priorities to action the needs of customers and provide input into customer priorities.
    • Hold, maintain, and nurture internal stakeholder relationships.
    • Influence and challenge senior/executive internal stakeholders.
    • Lead business value conversations at customer executive levels and coach others to communicate effectively in business value conversations.
  • Synthesizing Insights
    • Synthesize and combine various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders.
    • Identify customer priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry.
    • Provide leadership to the team to execute support and consumption delivery programs.
    • Use industry trends and program delivery progress to identify priority areas to drive customer environmental health outcomes.
    • Share industry trends with customers in terms of Microsoft current practices for their industry.
  • Technical Relevance
    • Understand, identify, and align Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities.
    • Leverage deep foundational industry, technical expertise, and visionary mindset to enable customer success.
    • Articulate cross-cloud technology, solutions, and services in a compelling way to internal and external stakeholders.
    • Evangelize Microsoft's position in the customers' cloud technology marketplace against competitors.
    • Leverage understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
  • Customer Success Leadership
    • Leverage and improve upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback.
    • Mobilize resources to address actual and potential blockers to consumption, ensure delivery on and continuously refine Customer Success Plans (CSPs), and identify opportunities for consumption optimization.
    • Hold accountability for identified consumption milestones and their completion.
    • Partner with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute CSPs to meet them in order to manage consumption holistically across the entire portfolio.
    • Proactively drive business growth strategies.
  • Strategic Roadmaps
    • In partnership with key stakeholders and executives, develop and deliver strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
    • Leverage, improve upon, and streamline Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health.
    • Proactively anticipate, identify, and mitigate customer blockers and risks by leveraging Microsoft solutions and services, and develop deliverable programs of work.
    • Orchestrate delivery resources to facilitate value realization with a focus on driving operational health.
    • Lead delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.
    • Lead escalation management and communications for delivery programs in the customer account.
Qualifications

We are looking for a candidate with a Master's Degree in Business, Sociology, Psychology, Computer Science, or related field and 4+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience. Alternatively, a Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field and 6+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience is also acceptable. Additional or preferred qualifications include Prosci or equivalent certification, Project Management Institute (PMI) or equivalent Project Management certification, Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification, Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365), 5+ years relevant work experience within customer industry, and 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.

#MCAPSRegionsASEAN

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Microsoft is an equal opportunity employer. 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.

Tell employers what skills you have

Psychology
Leadership
Growth Strategies
Data Analysis
Service Management
Customerfacing
Escalation Management
Practice Management
Customer Success
Information Technology
Customer Relationship Management
Environmental Health
Stakeholder Engagement
Orchestration
Business Transformation
Delivery Management

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