Microsoft

Builds workplace software, PCs and cloud services

Customer Success Account Manager

Customer SuccessConfirmed live in the last 24 hours

Full-timeJakarta, IndonesiaNo salary listedIn-person

About the Job

Requirements

A Master's degree in Business, Sociology, Psychology, Computer Science, or a related field and at least 3 years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; or a Bachelor's degree in those fields and at least 4 years of such experience; or equivalent experience.
A Master's degree in Business, Sociology, Psychology, Computer Science, or a related field and at least 6 years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; or a Bachelor's degree in those fields and at least 8 years of such experience; or equivalent experience.
At least 3 years of relevant work experience within the customer's industry.
Microsoft or competitor-equivalent certification in relevant technologies such as Azure or Microsoft 365.
ITIL Foundation certification or equivalent service management certification.
PMI or equivalent project management certification.
Prosci or equivalent certification.

Responsibilities

Build and coach others on customer, partner, and internal stakeholder engagement strategy and models.
Develop and maintain foundational relationships with key customer stakeholders and technical professionals to enable quality and secure solution delivery and health, partnering with account team leaders and leading orchestration across internal and external stakeholders.
Expand customer and partner relationships beyond current Unified Support contract consumers, focusing on defining business outcomes and aligning Microsoft strategy to customer business priorities.
Identify, navigate, communicate with, and influence key customer technical, business, and executive-level stakeholders, including partners.
Guide and lead conversations that facilitate customer business objectives by leveraging their Microsoft investment; map internal roles to customer priorities, provide input into customer priorities, maintain internal stakeholder relationships, influence and challenge senior internal stakeholders, and lead executive-level business value conversations with a focus on security and resiliency.
Gather information about customer organizations' business and Information Technology objectives, partnering with account team leaders to identify customer priorities.
Partner with the Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer security and resiliency needs and objectives relating to business transformation programs and industry needs.
Engage customers in conversations that align their objectives with Microsoft's portfolio of work in the account and promote organizational and customer success strategy.
Align Microsoft technology and services with customer goals to form a cooperative strategy with security as a core component.
Participate in account team planning, promote business and technical needs for change, and link Customer Success Plans with account plan priorities to develop bookable programs of work.
Challenge customers and influence strategic decision-making, driving the case for change toward improved operational health and security.
Identify, monitor, and mitigate actual and potential blockers to consumption, including security and compliance concerns, using data analysis and customer feedback.
Mobilize resources to address consumption blockers and related issues and ensure delivery on Customer Success Plans; remain accountable for identified consumption milestones and their completion.
Partner with customers to identify growth opportunities, optimize usage, drive adoption, understand business objectives, and align Microsoft offerings to agreed customer outcomes and account priorities.
Use understanding of customer needs and business objectives to identify opportunities for Microsoft to add value, maximize retention, and minimize churn.
Lead strategic program planning and customer-facing program reviews, prioritize engagements, and manage stakeholder and executive expectations to deliver ongoing customer success.
Use Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health.
Mitigate customer blockers, including security and compliance risks, using Microsoft solutions and services, and develop deliverable programs of work.
Orchestrate delivery resources to facilitate value realization and improve operational health.
Lead delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.
Lead escalation management and communications for delivery programs in the customer account.
Align Microsoft solutions and technical capabilities, including Azure, Security, Modern Work, and Dynamics, to customer needs and priorities.
Apply broad foundational industry and technical expertise to enable customer success.
Identify complex customer scenarios, including independent software vendor, cross-cloud, and partner scenarios, and align with technical specialists to identify relevant cross-cloud technology solutions.
Strengthen Microsoft's position in customers' cloud technology marketplaces against competitors.
Use understanding of customers' technology platforms and Microsoft's technology roadmap to enable customer digital transformation.

Overview

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). 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. Understands, identifies, and aligns Microsoft solutions, and technical capabilities. Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. 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. Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback.

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 and secure 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 and incorporates a focus on security and resiliency.

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 security and resiliency needs and customer objectives specific to the customer's business transformation programs and common to their industry.

Customer Success Leadership

Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy that includes security as a core component. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health and security.

Proactively identifies, monitors, and mitigates actual and potential blockers (including security and compliance concerns) to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.

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 (including security and compliance risks) by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.

Technical Relevance

Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Security, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions. Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

Qualifications

Required/minimum qualifications

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 experience OR Bachelor'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 experience OR equivalent experience.

Additional or preferred qualifications

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

3+ years relevant work experience within customer industry.

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 certification.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

About the Company

Microsoft

Builds workplace software, PCs and cloud services

Microsoft builds workplace software, operating systems and cloud infrastructure for consumers, businesses and government agencies, from small organizations to global enterprises. Microsoft 365 combines Word and Excel with Teams communication and Copilot AI features, while Windows runs PCs and Surface supplies the company's own computers. Azure rents computing capacity, storage and databases to build and run web applications. Microsoft also sells Xbox consoles and games, collecting revenue through software licenses, subscriptions, usage charges and product sales. Founded in 1975 by Bill Gates and Paul Allen, Microsoft is headquartered in Redmond, Washington.

Company size: 10,001+
Company stage: IPO
Headquarters: Redmond, WA
Founded: 1975

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