Senior Customer Success Account Manager

Microsoft · South Africa

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As a Senior Customer Success Account Manager, you help organizations transform how they use cloud and artificial intelligence solutions to achieve their business outcomes. You partner closely with customers to drive adoption, accelerate time to value, and ensure they fully realize the benefits of their Microsoft investments.

In this role, you'll drive program management for accounts that have a significant number of key cross cloud workload engagements running concurrently. You'll lead strategic engagement across business, technical, and executive stakeholders, shaping the roadmap for how customers modernize and secure their environments. You connect the right experts, insights, and programs to remove blockers, improve operational health, and guide customers through complex change. You'll use your experience in cloud platforms and change leadership to influence decision makers, champion customer outcomes, and create measurable impact on their transformation journey.

• Build and coach others on customer, partner, and internal stakeholder engagement strategy and models, creating and evolving strategic relationships with key business, technical, and executive stakeholders to lead quality, secure solution delivery and drive clear business outcomes.
• Drive customer conversations that demonstrate strong alignment between customer objectives and the Microsoft portfolio, embracing the customer success strategy to maximize value, fuel adoption of Microsoft technology and services, and include security as a core component of all plans.
• Understand, identify, and align Microsoft solutions and cross-cloud technical capabilities to customer needs and priorities, leveraging deep industry and technical expertise to articulate compelling technology roadmaps and enable digital transformation.
• Synthesize customer and industry insights to shape shared account plans, lead the execution of support, security, and consumption delivery programs, and use trends to identify priority areas that improve customer environmental health outcomes.
• Develop and deliver strategic roadmaps for program planning and customer-facing reviews, orchestrate delivery resources, and proactively identify, monitor, and mitigate blockers and risks to ensure ongoing customer success, operational health, and value realization.

Required/Minimum Qualifications

• 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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

Preferred Qualifications

• 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.
• 5+ years 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.
• Project Management Institute (PMI) or equivalent Project Management certification.
• Prosci or equivalent certification.

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

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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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