.The Customer Success Account Manager acts as the single customer-facing, account durable leader responsible for managing and orchestrating delivery activities within a high-profile account. This includes customer success, support, and transformation activities across the free-to-fee spectrum. The prevailing business priority is the customers' successful adoption and productive use of Microsoft cloud technologies.ResponsibilitiesCustomer Outcome Obsessed: Driving customer cloud adoption and success is the prevailing business priority. Orchestrate and align programs across the 3 clouds with account team peers to deliver an exceptional customer experience to achieve prioritized customer outcomes.Consumption Alignment: Leads prioritized Cloud Success programs, delivery engagements, and projects to promote stronger One Microsoft collaboration around consumption across cloud workloads. Managing overall program delivery and escalating technical blockers to accelerate time to value.Pivot to Proactive: Ensure that customers get the most out of their support agreement and fulfill support contract obligations. Drives high quality, proactive delivery and planning with the customer to realize customer value from support through consistent Service Delivery Management for support execution. Prepares the selling environment for the seller. Partner with Reactive Support Management to understand customer health trends and build Operational Health Programs and support Reactive Support Management's lead during Strategic Escalations.Customer Relationship ManagementBuilds customer, partner, and internal stakeholder engagement models. Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health.Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft.Gathers information on the business and IT objectives for customer organizations to identify customer priorities and map them to appropriate solutions.Technical RelevanceUnderstands, identifies, and aligns Microsoft solutions and technical capabilities (e.G., Azure, Modern Work, Dynamics) to customer needs and priorities.Leverages technical aptitude and industry awareness to translate customer interactions into customer business impact and value.Customer Success LeadershipInitiates conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account.Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical and business stakeholders.Identifies actual and potential blockers to consumption through data analysis and feedback from customers
