Senior Customer Success Account Manager

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Do you have strong service delivery management experience for Public sector clients in Singapore? 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 Customer Success Account Manager, you will lead post-sales engagement by driving customer, partner, and internal stakeholder strategies. You will identify, navigate, and influence key technical, business, and executive stakeholders (including partners) while synthesising insights from your team and the customer’s industry to align business and IT objectives. You will leverage partnerships with account team leaders to position Microsoft solutions, cross-cloud capabilities, and technical expertise, expanding conversations to demonstrate alignment between customer priorities and Microsoft’s current and future portfolio. Acting as a trusted advisor, you will develop and deliver strategic roadmaps, lead programme planning and customer-facing reviews, and prioritise complex engagements to achieve agreed business outcomes. You will innovate methods to identify and mitigate blockers, accelerate consumption, and enhance the customer experience, ensuring ongoing success and value realisation.

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.

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 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.
• You will be drive Customer Health Excellence by leveraging Microsoft resources and support solutions to proactively and continuously improve and accelerate customer health outcomes, focusing on operational excellence to drive a differentiated customer experience
• You will be accountable for maximizing Delivery Excellence by leading customer success and consumption planning activities with key stakeholders through a regular communication rhythm by strategically planning and orchestrating resources, demonstrating delivery excellence and ensured quality standards throughout.

Qualifications

Clearance Requirement

• Ability to get clearance for government related technology engagement

Required/Minimum Qualifications

• Master's or Bachelor' Degree in Computer Science, business, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience 
• 6+ years of working experience in public safety and defense or public sector 

Additional or preferred qualifications

• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent Project Management certification.
• Prosci or equivalent certification.

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. 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.