Описание

This role involves building and coaching others on customer, partner, and internal stakeholder engagement strategies, identifying and influencing key stakeholders, and aligning Microsoft solutions with customer objectives. The manager will serve as a trusted advisor to develop and deliver strategic roadmaps for program planning and reviews, and innovate methods to mitigate blockers to consumption.

Responsibilities

Synthesize and combine insights from the team and customer industry regarding business and IT objectives for customer organizations, partnering with other account team leaders
Apply industry knowledge to influence customer priorities with shared accountability for creating shared customer account plans in support of security, resiliency, and business transformation programs
Coach the team to develop comprehensive support, security, 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's current practices for their industry
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 customer needs and provide input into customer priorities
Hold, maintain, and nurture internal stakeholder relationships, and influence and challenge senior/executive internal stakeholders
Lead business value conversations at customer executive levels and coach others to communicate with and challenge customers effectively in business value conversations, incorporating a focus on security and resiliency
Serve as a trusted advisor and partner with customer and partner stakeholders by linking Microsoft technologies to industry and business outcomes
Build and coach others on customer, partner, and internal stakeholder engagement strategy and models
Provide thought leadership on creating healthy, strategic relationships with key customer, partner, and internal stakeholders and technical professionals through a Customer Success team
Expand and hold accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes across large stakeholder groups and coaching teams to align Microsoft strategy to strategic customers and their business priorities
Serve as a trusted advisor to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing program reviews
Prioritize complex engagements and influence key stakeholder and executive expectations to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success
Optimize preexisting and develop new Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health
Proactively anticipate, identify, and mitigate customer blockers (including security and compliance risks) and risks by leveraging Microsoft solutions and services
Develop deliverable programs of work and align them with key customer and Microsoft priorities
Orchestrate delivery resources to facilitate value realization with a focus on driving operational health
Lead delivery program reviews with the account team to ensure alignment on business and industry outcomes and customer priorities
Lead escalation management and communications for delivery programs in the customer account
Expand conversations with customers to demonstrate alignment between customer objectives and the current and future Microsoft portfolio of work in the customer account
Feed improvements to organizational and customer success strategy to further maximize customer's investments and value
Define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with customers' current and future goals and objectives, including security as a core component
Expand upon account team planning, promoting business and technical needs for change to challenge customer thinking that drives current and future transformation towards modern digital approaches
Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work
Challenge the customer and influence their strategic decision making, driving the case for change towards improved operational health and security aligned to the customer's long term strategy
Innovate upon methods for identifying, monitoring, and mitigating actual and potential blockers (including security and compliance concerns) to consumption, accelerating consumption, and improving the customer experience
Proactively mobilize resources to address actual and potential blockers to consumption, drive innovation, and anticipate future consumption trends and developments
Hold accountability for ambiguous consumption targets, their achievement, and challenging the customer to achieve greater success
Partner with customers (including senior executive stakeholders) to develop a deep understanding of their business objectives and priorities
Identify new and emerging trends and opportunities for consumption growth and value maximization
Develop long-term strategies and strategic vision to ensure value delivery for the customers, and position large-scale programs to solve complex business and industry outcomes and customer priorities to drive consumption holistically across the entire portfolio
Understand, identify, and align Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Security, Modern Work, Dynamics) to proactively anticipate and accelerate customer needs and priorities
Leverage deep foundational industry and technical expertise to act as an advisor and visionary to lead customer success
Secure Microsoft's position in the customers' cloud technology marketplace against competitors
Leverage subject matter expertise and deep understanding of the customer's technology platform and Microsoft's technology roadmap to drive customer vision from conception to value realization
Ensure customer is focused on, and adapts strategies, plans, and solutions to insights about market and business environments
Leverage industry expertise to connect business to technology

Requirements

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience

Nice to have

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
1+ year(s) relevant work experience within customer industry
Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification

We offer

Work site: 3 days / week in-office
Travel: Less than 25%
Employment type: Full-Time

Hiring process

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled