Microsoft – Strategic Programs Customer Success Account Manager $159k-$264k, Reston, Virginia, United States
Job Description
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. A 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.
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Lead customer relationship management, contract delivery execution, and customer success strategy while providing account planning and opportunity/pursuit management support. Work in a cross-matrixed, team environment to drive successful contract support and consumption delivery.
Responsibilities
Customer Relationship Management
Creates strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO]), partners, and technical professionals in a team environment.
Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnerships with other account team leaders.
Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry.
Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects across multiple planning horizons.
Provides leadership to the team to execute support and consumption delivery programs.
Account Planning
Cultivates the image of Microsoft as a valued business partner by aligning the vision for Microsoft’s offerings with customers’ overall business and Information Technology objectives, as well as future industry needs, to balance strategic priorities across short-term, mid-term, and long-term objectives.
Develops multiple complex programs and identifies executive sponsors for a contract and prioritizes engagements across solution areas to address strategic outcomes and drive customer success, taking into account deep insights about the industry as well as the customer.
Presents the strategic business and technical need for change, as well as insights from competitors.
Supports account planning and act as a change agent for the practice and advocates internally to help customers transform to modern digital approaches.
Opportunity and Pursuit Management
Captures and communicates and brings forward recommendations from customer insights to lead sellers in identifying and producing cloud consumption and support sales opportunities.
Directly enables cloud consumption revenue through consumption planning and participating in consumption opportunity development from envision to commitment.
Consumption and Delivery Execution
Takes ownership of team coordination and leads efforts to connect identified opportunities, questions, and/or issues from the most prominent and/or challenging customer organizations.
Leads matrixed internal Microsoft technical/sales teams and partners to address (e.g., involving a large number of teams, multi-technology), using a breadth of technical knowledge and industry experience to identify a broad set of internal teams in highly complex or unique customer situations and ensure progress across solution areas.
Anticipates, identifies, and mitigates blockers to customer success goals.
Leads and is accountable for the strategic direction of solution deliveries across teams, mentors others, and secures resources to deliver on customer obligations.
Accelerates production level consumption through the delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle.
Shares updates to the customer and manages their expectations at a leadership level.
Analyzes and leverages support-related feedback across multiple practice areas within a country or community and works with the organization to implement long-term solutions that drive continuous process improvement.
Customer Success Strategy
Contributes to corporate and Customer Success strategy, organizational direction, and customer initiatives to align managers and individual contributors.
Adapts corporate and Customer Success strategies to build alignment with key stakeholders and drive toward achieving portfolio goals.
Qualifications
Certification: A Program Management Professional (PgMP) or Project Management Professional (PMP) certification or other Program/Project Management certification equivalencies in lieu of PMP
Years of Experience: At least 15 years of experience managing complex IT programs. If the DPM has an advanced degree (e.g. Master’s degree), the required minimum years of experience is 10 years experience in managing complex IT programs.
Years of Experience with Credentials: No less than 5 years of experience must be met through contiguous practice in a commercial environment, at the minimum credentialed level (i.e., with a bachelor’s degree and PMP certification)
The successful candidate must have an active U.S. Government Top Secret/SCI Security Clearance. The ability to meet Microsoft, customer, and/or government security screening requirements is required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
Certification: A Program Management Professional (PgMP) or Project Management Professional (PMP) certification or other Program/Project Management certification equivalencies in lieu of PMP
US Citizenship: The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.
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.
Customer Success Account Mgmt IC5 – 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.
Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of the role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.
At Microsoft certain roles are eligible for additional rewards, including merit increases, 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 employment with Microsoft and the country’s work location. U.S.-based employees have access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, well-being benefits, paid vacation time, paid sick and mental health time, and several paid holidays, among others.
Our commitment to paying equity
We are committed to the principle of pay equity – paying employees equitably for substantially similar work. To learn more about pay equity and our other commitments to increase representation and strengthen our culture of inclusion, check out our annual Diversity & Inclusion Report. ( https://www.microsoft.com/en-us/diversity/inside-microsoft/annual-report )
Understanding roles at Microsoft
The top of this page displays the role for which the base pay ranges apply – Customer Success Account Mgmt IC5.
The way we define roles includes two things: discipline (the type of work) and career stage (scope and complexity). The career stage has two parts – the first identifies whether the role is a manager (M), an individual contributor (IC), an admin-technician-retail (ATR) job, or an intern. The second part identifies the relative seniority of the role – a higher number (or later letter alphabetically in the case of ATR) indicates greater scope and complexity.
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 reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
