Sr Customer Success Account Manager-CTJ-Poly Security Clearance

Position: Sr Customer Success Account Manager-CTJ-Poly with Security Clearance
Location: Annapolis Junction

Overview 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. We are looking for Sr Customer Succeess Account Manger. The person in this role will be experienced in building and coaching others on customer, partner, and internal stakeholder engagement strategy and models.

They will identify, navigate, communicate, and influence key customer technical, business, and executive-level stakeholders (including partners). Initiate the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Understand, identify, and align Microsoft solutions, and technical capabilities. Engage in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.

Lead the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. 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. Responsibilities Customer Relationship Management Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.

Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders.

Leads business value conversations at customer executive levels. Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.

Customer Success Leadership Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work.

Orchestrates delivery resources to facilitate value realization with a…