Customer Success Account Manager - CTJ - Top Secret

$103,800 - $219,200/Yr

Microsoft - Honolulu, HI

Full-time - Mid Level

Honolulu, HI

5,001-10,000 employees

Publishing Industries

About the position

The Customer Success Account Manager (CSAM) at Microsoft Federal is a pivotal role focused on ensuring customer success through effective management of program deliveries and fostering strong customer relationships. This position is integral to driving the adoption and productive use of Microsoft cloud technologies, supporting customers on their digital journey, and empowering them to achieve their goals. The CSAM will work closely with key customer stakeholders, manage complex engagements, and lead initiatives that enhance customer value realization.

Responsibilities

• Fulfill support contract obligations by driving quality planning and delivery of support services to realize customer business outcomes.
• Partner with customers and account teams 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 prioritized workloads.
• Develop deep relationships with key customer Software Engineering and IT decision makers to enable them to be cloud advocates.
• Act as the voice of the customer, managing orchestration, customer sponsor management, and stakeholder communication.
• Track, escalate, and plan for the remediation of technical blockers, providing engineering feedback as appropriate.
• Show leadership in teams comprised of Microsoft, partner, and customer resources engaged in delivering complex solutions.
• Build relationships with senior customer executives in large or highly strategic accounts.
• Manage various stakeholder relationships to achieve consensus on required solutions and engagements.

Requirements

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years of relevant experience OR Master's Degree in the same fields AND 3+ years of relevant experience.
• 3+ years of experience in complex technical engagement management and/or program management.
• Active U.S. Government Top Secret Security Clearance.
• Ability to meet Microsoft, customer, and/or government security screening requirements.

Nice-to-haves

• Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solutions.
• Experience with Department of Defense customers.
• ProSci or equivalent change management certification.
• ITIL Foundation certification or equivalent service management certification.
• Experience in cloud, mobile, web application development, or cloud-native application architecture.
• Microsoft certification in relevant technologies (e.g., Azure, M365).

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Paid holidays
• Paid time off
• Flexible scheduling
• Professional development opportunities
• Employee stock purchase plan