Customer Success Account Manager - Ottawa, Canada - Microsoft Canada

Microsoft Canada

Verified Company

Ottawa, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships.

Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Are you the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms.

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.

Check out the CSAM role in the Customer Success Unit at Microsoft Be ready to make impact This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

This role is flexible in that you can work up to (50%- 75%) from home.

Microsoft's mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications:

Required/Minimum Qualifications
Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience.

Other requirement:

Active Canadian Government Secret Clearance or the ability to secure Secret Clearance with the Canadian Industrial Security Directorate (CISD) of Public Services and Procurement Canada.

Additional or Preferred Qualifications
Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience.
1+ year(s) 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.

Customer Success Account Mgmt IC- The typical base pay range for this role across Canada is CAD $64,600 - CAD $125,400 per year.

Find additional pay information here:

Responsibilities:

Customer Relationship Management
Builds customer, partner, and internal stakeholder engagement models.

Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues.

Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft.

Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. 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. Holds, maintains, and nurtures internal stakeholder relationships. Learns how to establish senior/executive internal relationships. Develops communication techniques for holding business value conversations at customer executive levels.

Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions.

Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders.

Technical Relevance
Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorit