【日本マイクロソフト株式会社】(Sr.) Customer Success Account Manager
仕事内容
Overview
With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?
As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.
Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
This role is flexible in that you can work up to 50% from home.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
応募資格(必須経験など)
Responsibilities
• Customer Relationship Management
o Nurture and establish relationships with key customer stakeholders, including at customer executive levels, to enable quality solution planning, delivery execution, governance, and overall customer experience.
• Customer Success Leadership – Consumption Leadership
o Lead the delivery of Microsoft solutions and take ownership of team coordination that accelerates production level consumption across solution areas to help our customers achieve their goals. Your experience will initiate pre-emptive and proactive benefits to the customer around their Microsoft investment around supportability, technology and industry best-practices, security & governance, cost-optimization, and relevant use-cases further driving your levels of trusted advisor status.
• Customer Success Leadership – Customer Strategy and Growth
o Partner with Account team peers to contribute to account plans and drive conversations with customers that define and prioritize the strategic alignment between your customer’s objectives and Microsoft’s goals. You will foster relationships with key internal account team colleagues and senior stakeholders who could be in different time zones; so, a flexible approach to working hours will be expected.
• Customer Success Leadership – Delivery and Program Management
o 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.
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
o OR 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
o OR equivalent experience.
Additional or Preferred Qualifications:
• 3+ years relevant work experience within customer industry.
• Microsoft or competitor equivalent (e.g., AWS (Amazon Web Services)) certification in relevant technologies (e.g., Azure, 365).
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
o Project Management Institute (PMI) or equivalent Project Management certification.
o Prosci or equivalent Change Management certification.
Language Qualification
Fluent in reading, writing and speaking Japanese is required.
Business level English is required