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 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 Understands identifies and aligns Microsoft solutions cross-cloud and technical capabilities Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account 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 and improves upon methods for identifying monitoring and mitigating actual and potential blockers to consumption through data analysis and customer feedback Responsibilities Customer Relationship Management 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 Builds 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 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 Customer Success Leadership 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 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 Drives 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 Technical Relevance Understands 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 Qualifications Required minimum qualificationsMaster 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 Bachelor 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 Additional or preferred qualificationsMaster s Degree in Business Sociology Psychology Computer Science or related field AND 10 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 12 years customer success solution delivery practice management customer-facing consulting or portfolio management experience OR equivalent experience 5 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 Microsoft is an equal prospect 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