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Customer Success Account Manager
Overview
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 invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
As a Customer Success Account Manager (CSAM), you are the delivery leader in our account team and a strategic partner to our customers. You are responsible for execution against our Customer Success Contracts and orchestration of cross-functional programs that deliver customer value and enable transformational customer outcomes. This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
We are currently looking for Customer Success Account Manager professionals to join our teams across various business groups, for varying customer sizes, in our enterprise, regulated, and partner services organizations. By applying to this role, you will be considered for multiple opportunities within Microsoft across the United States including locations beyond where the role is posted. This role is flexible in that you can work up to 50% from home. Travel percentages will very according to role.
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.
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.
- Experience with Microsoft Cloud Products (Azure, M365, Dynamics, etc) OR other Cloud technologies.
- Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies such as Azure, 365, etc.
Additional or Preferred Qualifications
- 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 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 equivalent experience.
- 3+ years relevant work experience within customer success in technology 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.
Customer Success Account Mgmt IC4 – The typical base pay range for this role across the U.S. is USD $103,800 – $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $133,700 – $219,200 per year.
Responsibilities
Customer Relationship Management
- Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.
- Gathers information on the business and Information Technology objectives for customer organizations, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.
Account Planning
- Drives conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change. Supports account planning and advocates for change internally to help customers transform to modern digital approaches.
- Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer’s prioritized solutions and workloads. Creates opportunities for support contract renewals, partners with sellers lead to upsell, and transition to Unified Support by aligning to local growth goals across solution areas. Supports the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.
Opportunity and Pursuit Management
- Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing opportunities (e.g., add-ons, cloud consumption, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Proactively seeks opportunities to develop the value of support and expand offerings by communicating the customer value to an internal audience. Directly enables cloud consumption revenue through consumption planning.
Consumption and Delivery Execution
- Takes ownership for team coordination and connects identified opportunities, questions, and/or issues from customer organizations. Leads complex internal Microsoft technical/sales teams or partners to address (e.g., involving large number of teams, multi-technology), using a breadth of technical knowledge to identify a broad set of internal teams and ensure progress across solution areas. Identifies and mitigates blockers to customer success goals.
- Leads and is accountable for the direction of solution deliveries and secures resources to deliver on customer obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and/or complex customer organizations (e.g., global, high-revenue generation, complex transformation, strategic accounts) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Analyzes and leverages support-related feedback across a practice area and recommends solutions to drive continuous process improvement.
Technical Skilling
- Leverages intermediate technical expertise to act as a technology advisor and visionary. Connects business to technology. Speaks to necessary technology, solutions, and services for specific customer scenarios. Contributes to forecasts of resource needs and timing to help removes obstacles. Leverages experience as a practitioner of technology across one cloud area from design through operations and within another cloud workload/area to lead program governance and execution oversight. Leverages experience leading large, multi-stream technology projects from design to production to help anticipate changes that could affect key projects.
Other
Technical Program Manager – Redmond
As a Technical Program Manager – Redmond you will lead the development and implementation of complex products and services involving multiple internal teams and external partners. This opportunity will allow you to oversee product architecture design, identify trends in product quality and performance, prioritize and deliver on the roadmap, and manage project schedules and release plans. You will monitor product/service performance, drive continuous improvement, and act as a technical advisor with customers, while designing and driving programs or product changes that address customer needs and business priorities.
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.
Please note this application is only for roles based in our Redmond, Washington office. For roles in other offices in the United States, please see our Careers site.
Qualifications
Required Qualifications:
- Bachelor’s Degree (or currently pursuing).
- OR equivalent experience.
Preferred Qualifications:
- Bachelor’s Degree AND 1+ year(s) experience in engineering, product/technical program management, data analysis, or product development.
- OR equivalent experience.
- 1+ year(s) experience managing cross-functional and/or cross-team projects.
- 1+ year(s) experience reading and/or writing code (e.g., sample documentation, product demos).
Technical Program Management IC2 – The typical base pay range for this role across the U.S. is USD $81,900 – $160,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $105,600 – $174,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications and processes offers for these roles on an ongoing basis.
Responsibilities
- Performs analysis of customer and market signals by assisting others in identifying opportunities and gaps in the implementation of a feature (e.g., product, service), including comparison of various quality and performance metrics to various solutions.
- Helps perform market research in collaboration with other teams and examine customer and technology-related industry trends, as well as industry-specific requirements or regulations. Begins to understand how their area fits into the product or service area. Performs experiments to test hypotheses and inform decisions on what feature (e.g., product, service) to introduce, with oversight from others.
- Assists others when working with Software and Hardware Engineering to design architecture and integrated customer solutions to technical needs for a feature (e.g., product, service). Helps internal and external technical partners and/or architects to represent technical solutions to customers.
- Learns what the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs], Key Performance Indicators [KPIs] such as quality and performance) of a single feature (e.g., product, service) are and how to execute against them.
- Begins to understand how to collaborate and coordinate across teams to ensure alignment on product management and release, including tradeoffs, adjustments, and improvements as feasible.
- Assists others in partnering with the engineering team to contribute, prioritize, and deliver on the roadmap for a single feature (e.g., product, service). Learns the value proposition for the feature and how to answer technical questions on the feature they own.
- Adheres to governance programs and processes and is aware of specific performance requirements and standards that be met throughout the development lifecycle. Begins to partner with others (e.g., Data Science, Software and Hardware Engineering) to collect performance metrics (e.g., Key Performance Indicators [KPIs] such as usage, quality, speed, and cost), monitors and reports on progress (e.g., business reviews), and derives insights that lead to productive courses of action to improve development, iteration, and implementation of a feature (e.g., product, service).
Real Estate Acquisition Manager
Microsoft Cloud Operations + Innovation (CO+I) is the engine that powers Microsoft’s cloud services and our team is focused on delivering high quality infrastructure to support cloud operations.
As Microsoft’s Cloud business continues to mature, the acquisition and development of our owned, designed and constructed Data Center facilities will scale to meet the demands of our customers. Cloud Operations and Innovation (CO+I) will be developing and executing strategies to deliver owned and developed sites alongside our leasing team, to scale our business into the future.
The Infrastructure Planning & Acquisition (IPA) team is responsible for the acquisition and planning of Data Center Infrastructure needed to build out Microsoft’s cloud infrastructure. As part of IPA, the Land Acquisition Team is responsible for the delivery and pre-positioning of Data Center real estate needed to build out Microsoft’s cloud infrastructure.
The Real Estate Acquisitions Manager, based in the United States, will report to the North American (NORAM) Regional Director, and play a pivotal role in leading efforts to acquire land, even prior to zoning being in place. This entails spearheading risk analysis and crafting presentations for scenarios and opportunities where such strategies are viable and beneficial.
Responsibilities include researching and coordinating opportunities to secure land by comprehensively understanding current land use and navigating the conversion process through zoning/entitlement. Additionally, the role involves accelerating market growth through proactive engagement with pre-construction activities in the NORAM regions.
This is a unique opportunity to make a significant contribution and impact to one of the largest data center portfolios. You’ll have the opportunity to help shape and deliver on a strategy to improve and expand our infrastructure in various North American (NORAM) markets.
You’ll develop close working relationships with internal as well as external stakeholders, evaluate property solutions within our standards and guidelines, engage with municipalities, identify pre-closing off-site solutions needed to deliver capacity, and drive impact for the Microsoft infrastructure portfolio. You should also have a demonstrated ability to drive results related to complex contracts from business and technical perspectives.
In alignment with our Microsoft values, we are committed to cultivating an inclusive work environment for all employees to positively impact our culture every day. Our Team culture is one of inclusion and excellence, where every voice is heard, and every idea matters. Let’s accelerate together towards a brighter future in the cloud computing landscape.
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 Qualifications:
- Bachelor’s Degree in Business Management, Real Estate, Project Management, or related field AND 3+ years relevant experience
- OR 5+ years equivalent experience.
- 5+ years site selection, real estate, or entitlement experience
- 3+ years’ experience in transaction history in an industrial/commercial or data center real estate operation with a national footprint leveraging a combination of internal and external resources.
Other Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications:
- Knowledge of the real estate transaction process.
- Experience with real estate options and/or zoning and easement related processes.
- Ability to effectively communicate internal process requirements to various audiences (e.g. internal and external stakeholders).
- A track record of coordinating high quality projects in an atmosphere where speed, flexibility, frugality and heavy workload are the expected norm.
- Previous experience managing complex and/or multi-party contracts.
Real Estate Portfolio Management IC4 – The typical base pay range for this role across the U.S. is USD $91,800 – $178,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $117,900 – $195,000 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications and processes offers for these roles on an ongoing basis.
Responsibilities
- Evaluate, select, negotiate, and recommend acquisition structures for approval.
- Ability to negotiate effectively across private owners, municipalities, and institutions.
- Investigate land use processes within strategic locations to understand and develop an execution plan to deliver zoned/entitled land to downstream teams.
- Manage alternative acquisition structures for land including tasks which can range from site identification and critical offsite requirements to municipal collaboration for pre-construction work.
- Coordination with development, engineering, construction, project managers and legal teams amongst others, to enable evaluation of acquisition targets.
- Project manage external suppliers including technical firms and utilities across projects.
- Manage multiple assignments across US and Canada.
- Provide input into the long-term delivery strategy to drive real estate acquisitions that support the Microsoft Cloud transformation.
Hardware Engineer – Redmond
A Hardware Engineer designs, develops, modifies, and evaluates components used in electronic devices that involve mechanical systems and equipment, and/or the manipulation and transmission of electricity. Defines design approaches, technical specifications, and parameters for devices. Ensures that designs and specifications document test requirements that account for customer use scenarios. Selects materials and components based on analysis of specifications and reliability and may work with suppliers to select optimal materials and components for devices. Develops test plans and test cases; directs support personnel or other engineers in the preparation and execution of design testing or prototype fabrication.
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 Qualifications:
- 3+ years of technical engineering experience
- OR Bachelor’s degree (or currently pursuing a Bachelor’s Degree) in Electrical Engineering, Computer Engineering, Mechanical Engineering, or related field.
Hardware Engineering IC2 – The typical base pay range for this role across the U.S. is USD $81,900 – $160,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $105,600 – $174,600 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications and processes offers for these roles on an ongoing basis.
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Responsibilities
- Assists in the creation of robust, scalable, secure, and extensible designs and/or verification plans for the hardware engineering aspects of well-defined products or features.
- Conduct automated testing on standard products and participate in testing dashboard creation. You’ll identify common feature flaws using data analysis and validate features by helping build prototypes.
- Follow a project schedule as you deliver the hardware engineering aspects of a feature or product. You’ll also choose appropriate parts and evaluate the essential details of materials used in production.
- Documents essential details about materials, components, and/or assemblies for a device via accepted release processes. Accurately records and tracks changes to designs following established processes with some guidance from other engineers.
- Strategically and creatively innovate ways to communicate and visualize user experiences.
- Analyze hardware and firmware designs.
- Exhibit debugging skills and drive to develop innovative hardware.