Customer Success Account Manager (German & English speaking)
Jobbeschreibung
Österreich
Microsoft
21.04.2024
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We are looking for a senior (several years of experience) Account
Manager, based in Austria, with a proven track record and solid
network at big Austrian industry customers across a variety of
industries. Full proficiency in German and English (both written and
verbal) is a pre-requisite.As Customer Success Account Manager (CSAM)
you develop, maintain, and build upon foundational relationships with
key customer stakeholders and technical professionals to enable
quality solution delivery and health using partnerships. You are
guiding and leading conversations to facilitate the achievement of
customer business objectives by leveraging their investment in
Microsoft. As a CSAM you partner with Top Customer Executives to
create a customer success plan and steer against the agreed
achievments specific to drive business transformation. You will leads
the 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. You will partner with your customers to
proactively identify opportunities for growth, optimize usage, and
drive adoption.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. Required
QualificationsBachelor's Degree OR Master's Degree in Business,
Sociology, Psychology, Computer Science or related fieldo OR
equivalent experience.Several years of customer success, solution
delivery, practice management, customer-facing advisory, or portfolio
management experience AND a sales-driven mindset. Proven track record
of acting as trusted customer advisor to C-level executives AND a
solid network at big Austrian industry customers across a variety of
industries.Full proficiency in German and English (both written and
verbal).Preferred QualificationsProven track record of acting as
trusted customer advisor to C-level executives AND a solid network at
big Austrian industry customers across a variety of industries with
emphasis on the following industries: public sector, retail, finance,
automotive. Strong business acumen and hands-on mentality, plus the
ability to develop business plans and strategies, as well as very good
communication skills.The salary for this role is starting from 71,300
euros depending on experience.Microsoft is an equal opportunity
employer. All qualified applicants will receive consideration for
employment without regard to age, ancestry, color, family or medical
care leave, gender identity or expression, genetic information,
marital status, medical condition, national origin, physical or mental
disability, political affiliation, protected veteran status, race,
religion, sex (including pregnancy), sexual orientation, or any other
characteristic protected by applicable laws, regulations and
ordinances. If you need assistance and/or a reasonable accommodation
due to a disability during the application or the recruiting process,
please send a request via the Accommodation request
form.Benefits/perks listed below may vary depending on the nature of
your employment with Microsoft and the country where you work.Customer
Relationship ManagementBuilds and coaches others on customer, partner,
and internal stakeholder engagement strategy and models. Creates,
influences, and evolves healthy, strategic relationships with key
customer stakeholders, partners, and technical professionals to lead
quality solution delivery and health using partnerships with other
account team leaders and lead orchestration across internal/external
stakeholders. Expands and holds accountability for executive customer
and partner relationships 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 coaches others to
communicate effectively in business value conversations.Synthesizes
and combines various insights from their team and customer industry
regarding business and Information Technology objectives for customer
organizations using partnership with other account team leaders.
Identifies customer priorities with shared accountability for the
creation of shared customer account plans to support customer
objectives specific to the customer's business transformation programs
and common to the industry. Provides leadership to the team to execute
support and consumption delivery programs. Uses industry trends and
program delivery progress to identify priority area to drive customer
environmental health outcomes. Shares industry trends with customers
in terms of Microsoft current practices for their industry.Technical
RelevanceUnderstands, identifies, and aligns Microsoft solutions,
cross-cloud and technical capabilities (e.g., Azure, Modern Work,
Dynamics) to expand upon and accelerate customer needs and priorities.
Leverages deep foundational industry, technical expertise, and
visionary mindset to enable customer success. Articulates cross-cloud
technology, solutions, and services in a compelling way to internal
and external stakeholders. Evangelizes 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.Customer
Success LeadershipDrives conversations with customers to demonstrate
alignment between customer objectives and the current Microsoft
portfolio of work in the customer account. Embraces the organizational
and customer success strategy to maximize customer's investments and
value. Drives and agrees upon a long-term approach to fuel adoption of
Microsoft technology and services in alignment with the customer's
goals and objectives. Drives account team planning, promoting business
and technical needs for change to challenge customer thinking that
drives transformation towards modern digital approaches. 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.In partnership
with key stakeholders and executives, develops and delivers strategic
roadmaps for executing program planning and customer-facing program
review, prioritizing engagements, and influencing key stakeholder and
executive expectations to address agreed-upon customer outcomes and
account priorities to deliver ongoing customer success. Leverages,
improves upon, and streamline Microsoft delivery management
methodologies, processes, and tools to improve and mitigate risks to
customer operational health. Proactively anticipates, identifies, and
mitigates customer blockers and 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.Leverages and improves
upon methods for identifying, monitoring, and mitigating actual and
potential blockers to consumption through data analysis and customer
feedback. Mobilizes resources to address actual and potential blockers
to consumption, ensure delivery on and continuously refine Customer
Success Plans (CSPs), and identify opportunities for consumption
optimization. Holds accountability for identified consumption
milestones and their completion. Partners with customers to understand
their business objectives and priorities, identify cross-selling and
add-on opportunities, optimize usage, drive adoption, prioritize
Microsoft products and services delivery to meet the most critical
agreed-upon customer outcomes and account priorities, and develop and
execute CSPs to meet them in order to manage consumption holistically
across the entire portfolio. Proactively drives business growth
strategies.Employment typeFull-TimeWork siteUp to 50% work from
homeRole typeIndividual ContributorDisciplineCustomer Success Account
MgmtProfessionCustomer Success
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