Vacancy expired!
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. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive program management for customer accounts that have a significant number of key cross cloud workload engagements running concurrently. As the CSAM you will drive acceleration of cloud adoption from Pilot/MVP to production for customers’ cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.ResponsibilitiesFulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions
Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premises workloads
Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization
Develop deep relationships with key customer Software Engineering and IT decision makers, who drive long-term cloud adoption within their company to enable them to be cloud advocates. Be the voice of thecustomer
Apply technical knowledge, bestpracticesand customer insights to remove blockers and orchestrate key resources to proactively support customer’s application modernization roadmap, infusion of key infrastructure, application development and DevOps technologies and to support application portfolio reliability, scalability, maintainability, performance and other quality attributes
Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs
Track, escalate, and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate
Maintain architect level technical skills and knowledge of market trends and competitive insights; Be an Azure based solutions evangelist with customers,partnersand external communities
Experience in complex technical engagement management and/or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred
Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM must show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success
Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required
Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators and Data Scientist)
Technologies: Cloud, mobile, web application development, cloud-native application architecture
TechnicalAbility to understand business requirements and customer problems and solve them through cloud technologies required
Enterprise-scale technical experience with cloud and hybrid infrastructures, architecture designs, migrations, and technology management required
Experience with and understanding of large-scale application portfolios in enterprise-wide environments (including migration ofon-premiseworkloads to the cloud) required
Subject matter expertise in one or more of the following:
Software design, development, and deployment for one or more of the following platforms: Web application server technologies, Cloud applications, mobile (Android, iOS), Linux, Windows required
DevOps practices, including continuous planning/Agile, CI/CD, quality and security and one of the DevOpstoolchains (i.e. Jenkins, Spinnaker, Azure DevOps, GitHub). required
One or more of the following programming languages: C, C#, Java, Node.js, JSON, PHP, Perl, Python, Ruby on Rails; required
Experience with scalable architectures using Azure App Service, API management, serverless technologies, container orchestration (e.g.Kubernetes, Cloud Foundry etc.), API management, Microservice frameworks etc. preferred
Competitive landscape and knowledge of cloud development platforms; preferred
QualificationsRequired/Minimum QualificationsBachelor's Degree in Engineering, Information Technology, Business, or related field AND 4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR Master's Degree in Engineering, Information Technology, Business, or related field AND 3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience
2+ years subject matter expertise in one or more of the following:
Software design, development, and deployment for one or more of the following platforms: Web application server technologies, Cloud applications, mobile (Android, iOS), Linux, Windows required
DevOps practices, including continuous planning/Agile, CI/CD, quality and security and one of the DevOpstoolchains (i.e. Jenkins, Spinnaker, Azure DevOps, GitHub). required
Additional or Preferred QualificationsBachelor's Degree in Engineering, Information Technology, Business, or related field AND 8+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR Master's Degree in Engineering, Information Technology, Business, or related field AND 6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience
3+ years relevant work experience within customer 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.
Proscior equivalent certification
The salary for this role in the state of Colorado is between $144,600 and $216,600.At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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 (https://careers.microsoft.com/us/en/accommodationrequest) .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
