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. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

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 has invested in a dedicated Customer Success team that helps Microsoft customers successfully realize their business outcomes. We are always learning. 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 are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

We are expanding the Customer Success team and hence we are looking for another senior Leader to be Senior Customer Success Account Manager (CSAM) for Greece, Cyprus and Malta and be at the forefront of our customers' digital transformation in view of our GRforGrowth and Datacenter opportunities in Greece.

As a Senior CSAM in the Customer Success team, you will be the primary customer facing role responsible for customer success through delivery management of cross-functional programs and strong customer and internal stakeholder relationships. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies . By leveraging your technical expertise , business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. You will be front and center with our customers in support of their digital journey, empowering them to achieve more and accelerating customer value.

The Senior CSAM role acts as a delivery Leader for our customers who partners with them and our Microsoft account teams to programmatically align the Cloud Program Plan to the client and Microsoft objectives. The CSAM leads the delivery of our customers’ Cloud Program Plan as well as Microsoft Support contracts by orchestrating prioritized programs, projects and milestones for customer business value realization and consumption.

We are looking for a highly motivated and passionate Senior Customer Success Account Manager to drive portfolio management for strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the Senior CSAM, you will drive Cloud consumption planning & execution , as well as the acceleration of cloud adoption from Pilot / Minimum Viable Product (MVP) to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation , all while operating in close collaboration with key account team unit members and business partners who support customer success.

Responsibilities

Customer Relationship Management

· Expands and holds accountability for executive Customer and Partner relationships with a focus on leading the definition of business outcomes across large stakeholder groups and coaching teams to align Microsoft strategy to Microsoft's most strategic customers and their business priorities.

Technical Relevance

· Leverages a broad understanding of industry and technical expertise to act as an advisor and visionary to lead customer success.

· Has the technical depth and confidence to identify and propose outcomes related to the deployment and health of customer solutions and workloads, leveraging deeper technical resources as needed.

Customer Success Leadership - Consumption Leadership

· Partners with customers (including senior executive stakeholders) to develop a deep understanding of their business goals and priorities.

· Position large-scale programs to solve the most complex business and industry outcomes and customer priorities to drive consumption holistically across the entire portfolio.

Customer Success Leadership – Customer Strategy and Growth

· Expands upon account team planning, promoting business and technical needs for change to challenge customer thinking that drives current and future growth and transformation towards modern digital approaches.

· Primarily working with Microsoft's Enterprise Commercial customers, brings Customer and Industry insights to the Account Planning rhythm to lead prioritized programs that drive outcomes across all Microsoft solution areas.

Customer Success Leadership - Delivery and Program Management

· Serves as a trusted advisor to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing program reviews, prioritizing complex engagements, and influencing key stakeholder and executive expectations to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success.

· In partnership with the account team, accountable for the development and execution of the internal and customer-facing aspects of the customer Cloud Program plan, identifying and activating technical resources to deliver customer outcomes. Creates and maintains a customer cross-cloud Program Delivery plan.

· Provides leadership and orchestration across the Customer Success Unit (CSU) & Support teams, Microsoft technical specialists, customer technical teams, Microsoft and partner project teams, balances prioritization between implementing new capabilities and ensuring customer operational health, while fulfilling Customer Success contract obligations.

Qualifications

· Bachelor’s degree in Business, Sociology, Psychology, Computer Science, or related field AND extensive customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.

· Leadership : This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM must 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.

· Customer Relationship Building : Proven 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.

· Program Management : Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The CSAM will be accountable for the development and execution of a cross-cloud consumption plan, and operational health of the customer solutions deployed today and in the future.

Additional or Preferred Qualifications (PQs)

· Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).

· Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.

· Project Management Institute (PMI) or equivalent Project Management certification.

· Prosci or equivalent Change Management certification.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .