Customer Success Account Manager - Military Recruitment Pathway

Job Description

The UK Military Employee Resource Group (ERG) is committed to advocating for military inclusion, growing and developing leaders in the community, addressing the concerns and needs of veterans, reservists, spouses, cadet force adult volunteers (CFAVs) and other members.

At Microsoft, we understand the invaluable skills and experiences that ex-military personnel bring to our organisation. That's why we've created the Military Recruitment Pathway, which consists of job applications exclusively for ex-military candidates. Our hiring team, with the support of the Military ERG members who have all previously served in the armed forces, has an enhanced awareness of your transferable skills and experience.

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.

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?

Responsibilities

• Customer Relationship Management:
  • You will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and with guidance from more experienced colleagues.
• Customer Success Leadership and Customer Strategy and Growth:
  • You will listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.
  • You will align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
• Customer Success leadership - Delivery and program Management:
  • You will support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
  • You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopts the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
  • You will meet consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and takes action to drive usage while you develop and leverage an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.

Qualifications

Required/Minimum Qualifications

• Experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management OR relevant equivalent experience
  
• Candidates must have direct UK Military Experience (RAF/NAVY/ARMY)
• Candidates must be within 6 months of their service termination date or no more than 12 months post-termination

Additional/Preferred Qualifications

• Experience within customer industry
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
• Relevant professional certifications eg
  • Information Technology Infrastrucutre Library(ITIL) Foundation certification or equivalent service management certifications
  • Project Management Institute(PMI) or equivalent certification
  • Prosci or equivalent Change Management certification

*We are aiming to start this role by the end of 2024, or early in 2025. If you are unable to start in this timeframe, you will be considered for future openings.

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.