We are looking to hire a Customer Success Account Management Manager to join Microsoft Federal.

　　Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

　　The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.

　　Responsibilities

　　Customer Relationship Management

　　· Leads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting the C-Suite (as appropriate), including participating in and contributing to executive-level briefings. Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential major issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities. Advises and shapes internal design and strategy decisions that have a direct impact on customer relationships.

　　· Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations at customer executive levels. Partners with key internal, partner, and customer stakeholders to develop strategies that position Microsoft products and offerings to address desired business priorities.

　　· Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer portfolio patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers across a portfolio. Reviews and communicates the status of delivery programs linked to portfolio priorities with internal stakeholders.

　　Technical Relevance

　　· Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Directs customers on, coaches team members on and stays current with industry and Microsoft technical insights through consultation with leadership, the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction, illustrating advantages over Microsoft's competition.

　　Customer Success Leadership

　　· Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account, promoting identified opportunities for growth and their alignment with future customer strategy. Coaches the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives. Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.

　　· Coaches team on serving as trusted advisors to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing reviews, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing complex engagements to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success. Coaches team on optimizing preexisting and developing new Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Coaches team on anticipating, identifying, and mitigating customer blockers and risks by leveraging Microsoft solutions and services, and developing deliverable programs of work and aligning them with key customer and Microsoft priorities. Guides team through leading delivery program reviews with internal stakeholders to ensure alignment on business and industry outcomes and customer priorities. Leads executive escalation management and communications for delivery programs in the customer account. Runs rhythms of business (RoBs) reviewing delivery excellence metrics (e.g., delivery backlog, bookings, unstaffed requests).

　　· Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to drive customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. Coaches team to develop a multi-year strategy, deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.

　　Other

　　Embody our culture and valuesQualifications

　　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.

　　2+ years of people management experience.

　　2+ years of experience managing a consumption portfolio.

　　4+ years of experience within the customer services and/or sales industry.

　　Other Requirements

　　Citizenship & Citizenship Verification: This role will require access to information that is controlled for export under export control regulations, potentially under the U.S. International Traffic in Arms Regulations or Export Administration Regulations, the EU Dual Use Regulation, and/or other export control regulations. As a condition of employment, the successful candidate will be required to provide proof of citizenship, U.S. permanent residency, or other protected status (e.g., under 8 U.S.C. § 1324b(a)(3)) for assessment of eligibility to access the export-controlled information. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport. Lawful permanent residents, refugees, and asylees may verify status using other documents, where applicable.

　　Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.

　　Cloud Screening:

　　Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis

　　Preferred Qualifications

　　The ability to obtain and maintain a US Secruity Clearance

　　o Project Management Institute (PMI) or equivalent Project Management certification.

　　o Prosci or equivalent Change Management certification.

　　Customer Success Account Mgmt M5 - The typical base pay range for this role across the U.S. is USD $124,800 - $242,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 - $264,000 per year.

　　Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

　　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) .