Customer Success Account Manager - CTJ - Top Secret - Microsoft
Herndon, VA 20190
About the Job
We are looking to hire a Customer Success Account 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.Customer Success: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings
To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.Required/Minimum QualificationsBachelor'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 experienceOR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR equivalent experience.3+ years experience with success in complex technical engagement management and/or program management or equivalent experience.Other RequirementsThe successful candidate must have an active U.S
Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are 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.Cloud Screening: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions
Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law
To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.Preferred QualificationsPrior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred
As well as experience with Department of Defense customers. Experience driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
Presentation skills with a degree of comfort with both large and small audiences and various levels of management (C-Suite).Project Management Institute (PMI) or equivalent Project Management certification.ProSci or equivalent change management certification.Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.Experience in one or more of the following technologies: Cloud, mobile, web application development, cloud-native application architecture Microsoft certification in relevant technologies (e.g.: Azure, M365), or competitor equivalent.Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S
is USD $103,800 - $200,300 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 $133,700 - $219,200 per year.Certain roles may be eligible for benefits and other compensation
Find additional benefits and pay information here: Microsoft will accept applications and processes offers for these roles on an ongoing basis.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.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.As a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through the management of program deliveries and customer relationships
The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies
You are front and center with our customers supporting their digital journey and empowering them to achieve more!Key Accountabilities include:• Fulfill 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 the customer.• 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.Leadership - This role requires communication skills, as well as displaying executive presence and confidence in varying levels of customer situations
The CSAM will 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 - 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
Experience in U.S
Department of Defense Combatant Commands, Interagency customers, and other Department of Defense customer sets
Program Management - Skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.We are always learning
Insatiably curious
We lean into uncertainty, take risks, and learn quickly from our mistakes
We build on each other’s ideas because we are better together
We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation
Together we make a difference.Travel required: 25-50%OtherEmbody our culture and valuesEmployment typeFull-TimeWork siteUp to 50% work from homeRole typeIndividual ContributorDisciplineCustomer Success Account MgmtProfessionCustomer Success
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.Customer Success: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings
To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.Required/Minimum QualificationsBachelor'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 experienceOR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR equivalent experience.3+ years experience with success in complex technical engagement management and/or program management or equivalent experience.Other RequirementsThe successful candidate must have an active U.S
Government Top Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are 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.Cloud Screening: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions
Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law
To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.Preferred QualificationsPrior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred
As well as experience with Department of Defense customers. Experience driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
Presentation skills with a degree of comfort with both large and small audiences and various levels of management (C-Suite).Project Management Institute (PMI) or equivalent Project Management certification.ProSci or equivalent change management certification.Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.Experience in one or more of the following technologies: Cloud, mobile, web application development, cloud-native application architecture Microsoft certification in relevant technologies (e.g.: Azure, M365), or competitor equivalent.Customer Success Account Mgmt IC4 - The typical base pay range for this role across the U.S
is USD $103,800 - $200,300 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 $133,700 - $219,200 per year.Certain roles may be eligible for benefits and other compensation
Find additional benefits and pay information here: Microsoft will accept applications and processes offers for these roles on an ongoing basis.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.Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.As a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through the management of program deliveries and customer relationships
The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies
You are front and center with our customers supporting their digital journey and empowering them to achieve more!Key Accountabilities include:• Fulfill 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 the customer.• 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.Leadership - This role requires communication skills, as well as displaying executive presence and confidence in varying levels of customer situations
The CSAM will 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 - 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
Experience in U.S
Department of Defense Combatant Commands, Interagency customers, and other Department of Defense customer sets
Program Management - Skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.We are always learning
Insatiably curious
We lean into uncertainty, take risks, and learn quickly from our mistakes
We build on each other’s ideas because we are better together
We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation
Together we make a difference.Travel required: 25-50%OtherEmbody our culture and valuesEmployment typeFull-TimeWork siteUp to 50% work from homeRole typeIndividual ContributorDisciplineCustomer Success Account MgmtProfessionCustomer Success
Source : Microsoft