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Customer Success Account Mgmt Ic5
2 weeks ago
Proactively aligns with internal teams on customers' business priorities. Collects external information on customer business, needs, strategy, competition, and industry to support customer success and position the organization to deliver solutions that satisfy customer and market needs. Applies understanding of the competitive landscape and industry trends by drawing connections. Seeks to understand customer's business lines, business processes, business outcomes, future needs, key personas, digital transformation priorities, and outlook by meeting with and leading conversations with customer stakeholders and business decision makers (e.g., Chief Experience Officers, Chief Marketing Officers, Chief Revenue Officers, Chief Commercial Officers). Expands and strengthens the relationships with business decision makers (BDMs)/line of business (LOB) stakeholders to open doors for more opportunities across Solution Areas. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Works with customer to build and/or expand stakeholder map.
**Responsibilities**:
**Responsibilities**:
Driving Business Value Realization
- Using a data-driven approach, guides customers on measuring adoption activities against Key Performance Indiciators (KPIs), as appropriate, leveraging Microsoft value maps and aligning customer needs with tools and processes. Drives innovation in customer success plans to optimize customer value and stay aligned with strategic vision. Optimizes value realization by engaging other resources (e.g., Engineering, Partners, Cloud Solution Architects) and ensuring progress reporting. Galvanizes technical and sales experts to develop customer
- specific roadmaps to drive further business value realization. Drives the cultivation of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers.
Driving Consumption
Guiding Customer Success Strategy
- Acts as a strategic partner to executive-level business and technical decision makers (e.g., Director level, Vice President) to support customers in defining and realizing their digital and business transformational targets. Leverages customer success engagement frameworks to guide customer success strategy, create a customer journey map, and produce customer success plan (e.g., dynamic journey to success). Provides feedback to Microsoft on customer development needs.
Partner Engagement
- Proactively builds and/or leverages relationships with relevant partners to develop partner network and support business outcomes. Collaborates with senior partners (e.g., Chief Experience Officers [CxOs]) to leverage strategic and updated offerings when running plays. Engages internal stakeholders and the customer to remove blockers for partners' success in the account. Recommends partnerships with high strategic value and cultivates their support. Develops and lands cross-solution consumption motions with partners.
Cross-Team Collaboration
- Leads and contributes to internal teams across functions to inform programmatic improvements to internal account strategy, such as developing business outcomes and enabling the execution of customer success through One
Microsoft. Identifies and integrates key stakeholders in other solution areas to do joint solution identification to increase relevance, support execution, and drive customer business value.
Operational and Execution Excellence
- Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline (e.g., customer relationship management systems), engagements, and blockers by leveraging key tools, programs, and insights (e.g., End Customer Investment Funds [ECIFs], Consumption and Renewal Review). Establishes and maintains governance processes. Leads solution area-specific rhythm of business (ROB) and reports on overall health across territories within the organization unit (OU), interpreting and providing data-driven insights focused on the business unit. Maintains engagement and pipeline hygiene. Contributes thought leadership to ensure the team is effectively executing against operational excellence. Provides regular updates to account and regional stakeholders on customers' transformation initiatives.
Customer Trust and Advocacy
- Acts as the voice of the customer (VOC) and partner by driving new feedback, blockers, insights, resources, etc., across territories so they can be added and prioritized. Represents the customer to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Identifies gaps and takes ownership in driving action based on targeted feedback and advocating on the customer's behalf to drive resolution. Brings in advocates to showcase high-impact successes as references (e.g., large customers, high profile). Drives efforts to establish trusted advisor status by building trust with the customer
