Client Success Program Manager
hace 4 semanas
Overview
Microsoft is dedicated to empowering individuals and organizations globally to achieve greater success. Our culture emphasizes a growth mindset, inspiring excellence, and motivating teams and leaders to perform at their best daily. Through this approach, we create transformative innovations that influence billions of lives worldwide. You can contribute to our mission.
As a Client Success Program Manager, you will serve as the main point of contact for customers, ensuring their success through effective management of cross-functional initiatives and fostering strong relationships with both customers and internal stakeholders. The primary focus is on the successful adoption and effective utilization of Microsoft cloud technologies by our customers. You will be at the forefront of supporting customers on their digital transformation journey, enabling them to maximize value.
The Client Success Program Manager is a key leader within the account team, collaborating with the Account Team Unit (ATU) to strategically align the consumption plan with the account objectives, while leading the execution and support teams. The role involves orchestrating prioritized initiatives, projects, and milestones to realize customer business value and consumption.
Responsibilities
Key Accountabilities include:
Collaborate with your customer and Account Team
Responsible for the Consumption Strategy
In collaboration with the account team, responsible for developing and executing both internal and customer-facing aspects of the cross-cloud consumption strategy, identifying and mobilizing technical resources to achieve customer outcomes.Engage Customer Stakeholders
Build and maintain strong sponsorship and manage relationships with customers to drive the execution of the support coverage model, consumption roadmap, and delivery oversight, while managing communication and escalation strategies with customer stakeholders.Utilize Technical Expertise
Possess the technical knowledge and confidence to identify and propose outcomes related to the deployment and health of customer solutions and workloads, leveraging deeper technical resources as necessary.Ensure Delivery Coordination & Support Outcomes that enhance Solution and Operational Health
Provide leadership and coordination across the Customer Success & Support (CSU) team, Microsoft technical specialists, customer technical teams, and partner project teams. Define outcomes to enhance the health, performance, and business capabilities of prioritized workloads to drive customer value realization. Monitor, escalate, and plan for the resolution of technical obstacles and provide engineering feedback to improve our products and solutions as appropriate.Account Strategy Development
Facilitate discussions with customers that illustrate the strategic alignment between customer objectives and support contracts, establishing a long-term strategy for consumption aligned with those priorities. Plan a portfolio of initiatives (e.g., support programs, implementation projects, success engagements) to drive outcomes aligned with the customer's prioritized solutions and workloads.Qualifications
We seek a highly motivated and passionate Client Success Program Manager to lead program management for strategic customers engaged in multiple key cross-cloud workload initiatives simultaneously. As the Client Success Program Manager, you will oversee consumption planning and execution, as well as accelerate cloud adoption from Pilot/MVP to production for customer cloud initiatives. This will involve providing oversight across engagements, orchestrating resources, and addressing blockers, all while collaborating closely with key account team members and business partners dedicated to customer success.
Required/Minimum Qualifications
Experience: A minimum of 5 years of proven success in managing complex technical engagements and/or program management is required. Previous experience in a Program Manager or Engagement Manager role focused on Cloud and software/services solutions is preferred.
Relevant work experience within the customer industry is essential.
Microsoft or equivalent certification (e.g., AWS) in relevant technologies (e.g., Azure, 365) is preferred.
Leadership: This role demands strong communication skills, along with the ability to exhibit executive presence and confidence in various customer scenarios. The Client Success Program Manager must demonstrate leadership in teams composed of Microsoft, Partner, and Customer resources engaged in delivering complex solutions for overall customer success.
Relationship Management: A proven track record of establishing relationships with senior customer executives in large or highly strategic accounts is required. Experience in managing diverse stakeholder relationships to achieve consensus on solutions and engagements is essential.
Program Management: Exceptional skills in planning a portfolio of engagements, cross-group collaboration, resource orchestration, communication, analytical capabilities, and attention to detail are required. The Client Success Program Manager will be accountable for developing and executing a cross-cloud consumption strategy and ensuring the operational health of customer solutions deployed now and in the future.
Collaboration and Communication: A proven ability to drive decisions collaboratively, resolve conflicts, and ensure follow-through with both verbal and written communication is essential. Strong presentation skills with a high degree of comfort in addressing both large and small audiences and various management levels (Senior Executives, IT management, Database administrators, Data Scientists, and Business Decision Makers) are necessary.
Technical Proficiency:
Experience with cloud and hybrid infrastructures, architectural designs, and migrations is preferred. Knowledge of market trends and competitive insights is preferred. Understanding of partner ecosystems and the ability to leverage partner solutions to meet customer needs is preferred.Sales Acumen:
Experience in sales and in articulating value propositions related to cloud and support services is required.
Additional Qualifications:
Education:
Bachelor's Degree in Engineering, Information Technology, Business, or a related field AND extensive experience in solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Master's Degree in Engineering, Information Technology, Business, or a related field AND experience in solution delivery, practice management, customer-facing consulting, or portfolio management experience. Preferred certifications include:o Project Management: ACP, PMI, or equivalent Project Management certification
o Prosci or equivalent Change Management certification
o Information Technology Infrastructure Library (ITIL) Foundation certification
o Technologies: Cloud, mobile, web application development, cloud-native application architecture
o Microsoft certification in relevant technologies (e.g., Azure, M365)
Travel Requirements:
Travel may be required: 0-25%Benefits and perks may vary based on your employment type with Microsoft and the country of your employment.
Industry-leading healthcare, educational resources, discounts on products and services, savings and investments, maternity and paternity leave, generous time off, giving programs, and opportunities to network and connect are available.
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