AdresAs a Strategic Program CSAM (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 customers and stakeholders.
The prevailing business priority is the customers successful adoption and productive use of Microsoft cloud technologies in support of their digital journey.
The Strategic Program CSAM is a leader on the account team that ensures value realization of a customers Microsoft investment through consumption, operational health, and customers experience. The Strategic Program CSAM is the accountable team member for the deployment and execution of the customers cross-cloud consumption plan and operational health, with support from the (technical) resources aligned to the account and sector.
The chosen candiate will start in Microsofts Public Sector and must have knowledge of the Dutch Centrale Government and experience in dealing with senior level policy and compliancy makers is preferred.
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 customers and industry business priorities.
Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders within the Public Sector. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. 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.
Synthesizes and combines various insights from the account teams and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer and industry priorities with shared accountability for the advice of customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry. Uses industry trends and program delivery progress to identify priority area to drive customers environmental health outcomes. Shares industry trends with customers in terms of Microsoft current practices for their industry.
Technical Relevance
- Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, AI, 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 and government stakeholders to demonstrate alignment between industry objectives and the current Microsoft portfolio. Drives and agrees upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the industry goals and objectives. Drives promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches. Challenges the customer and governmental stakeholders and influences their strategic decision making, driving the case for change towards improved operational health and adoption.
In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing Customer Success. Proactively anticipates, identifies, and mitigates customer and industry blockers and risks by leveraging Microsoft solutions and services, and develops deliverable programs of work.
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 and identify opportunities for consumption optimization. Partners with customers and stakeholders to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities. Proactively drives business growth strategies.
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 Qualifications
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 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 equivalent experience.
Demonstrable relevant work experience within Public 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
Dutch native speaker required due to specific requirements of the the industry
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
