Principal Customer Success Account Manager

3 settimane fa

Roma, Italia Microsoft A tempo pieno

As Customer Succes Account Manger, you will develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships.

Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.

Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.

Leads the execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities.

**Responsibilities**:
Customer Relationship Management

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders.

Expands and holds accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.

Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners).

Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate effectively in business value conversations.

Technical Relevance

Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities. Leverages deep foundational industry, technical expertise, and visionary mindset to enable customer success.

Articulates cross-cloud technology, solutions, and services in a compelling way to internal and external stakeholders. Evangelizes Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

Customer Success Leadership

Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Embraces the organizational and customer success strategy to maximize customer's investments and value.

Drives and agrees upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customer's goals and objectives. Drives account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.

Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.

Leads escalation management and communications for delivery programs in the customer account.

Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes 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.

Other - Embody our culture and values

**Qualifications**:
Required/Minimum Qualifications

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

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

OR equivalent experience.

Additional or Preferred

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