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Client Success Program Manager
hace 2 meses
Overview
Microsoft is dedicated to empowering individuals and organizations globally to reach their full potential. Our ethos is rooted in fostering a growth mindset, inspiring excellence, and motivating teams and leaders to perform at their best daily. This commitment enables us to create transformative innovations that affect billions of lives worldwide. Join us in our mission.
As a Client Success Program Manager (CSPM), you will serve as the key customer-facing representative responsible for ensuring customer success through the management of delivery across various programs and fostering robust relationships with both customers and internal stakeholders. The primary focus is on facilitating the successful adoption and effective utilization of Microsoft cloud technologies by our customers. You will be at the forefront of supporting their digital transformation journey, empowering them to achieve more and enhancing customer value.
The CSPM plays a pivotal role within the account team, collaborating with the Account Team Unit (ATU) to strategically align the consumption plan with the account plan while leading the execution of delivery and support teams. The CSPM orchestrates 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 partnership with the account team, responsible for developing and executing both internal and customer-facing elements of the cross-cloud consumption strategy, identifying and mobilizing technical resources to achieve customer outcomes.Engage Customer Sponsors
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 promote 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 Planning
Facilitate discussions with customers that highlight the strategic alignment between customer objectives and support contracts to establish a long-term strategy for consumption aligned with those priorities. Develop a portfolio of work (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 oversee program management for strategic customers with numerous key cross-cloud workload engagements running simultaneously. As the CSPM, you will drive consumption planning and execution, as well as accelerate cloud adoption from Pilot/MVP to production for customer cloud engagements. This will involve providing oversight across engagements, orchestrating resources, and escalating blockers, all while collaborating closely with key account team members and business partners who support customer success.
Required/Minimum Qualifications
Experience: 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 competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365) is advantageous.
Leadership: This role necessitates strong communication skills, as well as demonstrating executive presence and confidence in diverse customer situations. The CSPM must exhibit leadership in teams comprising Microsoft, Partner, and Customer resources engaged in delivering complex solutions for overall customer success.
Relationship Building: A proven track record of cultivating relationships with senior customer executives in large or highly strategic accounts is required. Experience in managing various stakeholder relationships to achieve consensus on solutions/engagements is essential.
Program Management: Excellent skills in planning a portfolio of engagements, cross-group collaboration, resource orchestration, communication, analytical capabilities, and attention to detail are required. The CSPM 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 history of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with both verbal and written communication is necessary. 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 Development Managers) are essential.
Technical Acumen:
Experience with cloud and hybrid infrastructures, architecture 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 address customer needs is preferred.Sales:
Experience in sales and value propositions related to cloud and support services is beneficial.
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:
Travel required: 0-25%Benefits and perks may vary based on your employment nature with Microsoft and the country of 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.
