Strategic Program

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

**Customer Success**: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

**Responsibilities**:
As a Senior Principal Customer Success Account Manager, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer executive relationships at our largest, most complex global strategic customers. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers in support of their digital journey and empowering them to achieve more

The Senior Principal Customer Success Account Manager is a leader on the account team who partners with the Account Team Unit to programmatically align the consumption plan to the account plan, orchestrate technology onboarding in line with customer priorities, and ensures value realization of a customer’s Microsoft investment through consumption, operational health and customer experience. The Senior Principal Customer Success Account Manager is accountable for the development and execution of the customer consumption plan and operational health, leveraging technical resources across all solution areas. The Senior Principal Customer Success Account Manager provides delivery leadership, for our largest and most complex accounts, focused on ensuring delivery is driving the customer’s success and consistently achieving our shared objectives and outcomes. They will oversee and ensure prioritized alignment of coordinated outcomes across Support Programs, Customer Success Engagements, and Consulting projects that will drive consumption, supportability, and operational health improvements.

Key Accountabilities include:

- ** Partnership with Support Sales**
- Engage in Presales in driving Net New Unified Support penetration through Net New Customer Gains, Growing Unified Base, and Accelerating Consumption.
- ** Partner with the Account Executive / Account Technology Strategist to build and execute the Account Plan**
- Leads the success & support team, aligning to prioritized customer solutions, managing the Strategic account plan at a global level.
- ** Accountable for the Consumption plan**
- Accountable for the development and execution of the internal and customer-facing aspects cross-cloud consumption plan, with support from the technical resources aligned to the account. Ensures prioritized Success Engagements progress from Validate through Commit with a Program Delivery plan and up-to-date milestones..
- ** Engages Customer Executive Sponsors**
- Establishes and nurtures strong executive sponsorship and manages the relationships with customer leadership to drive the execution of the support coverage model, strategic account plan, consumption roadmap & delivery execution oversight.
- **Engages Microsoft Executive Sponsors**
- Aligns with Microsoft Executive Sponsors to establish an engagement model and manage the communication & escalation strategies with customer leadership.
- ** Leverages technology experience**
- Is experienced with real-world, hands-on experience designing, developing, deploying, and supporting large technology solutions. Knowledgeable and experienced in creating solutions that leverage cloud technologies and that provide maximum business value, which sustain the test of time.
- **Accountable for Delivery Orchestration & Support Outcomes**
- Provides leadership and orchestration across the Success & Support (Customer Success Unit) team, Microsoft technical specialists, customer technical teams, Microsoft and partner project teams, and Customer Success Account Managers as appropriate. Balances prioritization between implementing new capabilities and ensuring customer operational health.
- **Provides Seasoned Delivery Leadership**
- Leads a team of Customer Success Account Managers and the overall global account support and success team to ensure the health of the customer’s solutions, orchestrated prioritized modernization and transformation projects, which lead to customer outcomes.
- **Accountable for Consumption Planning and Execution for Strategic Pursuits**
- Aligns the strategic account planning and cross-organization support coverage to drive consumption planning and success engagement execution aligned to the desired customer outcomes.
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