Customer Success Account Director

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.

As the
**Customer Success Account Director**, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer executive relationships at one of our largest, most complex global strategic customers in the Oil, Gas & Renewalable Energy sector.

The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers in support of their digital journey and empowering them to achieve more

The
**Customer Success Account Director (CSAD)** is a leader on the account team that ensures value realization of a customer’s Microsoft investment through consumption, operational health, and customer experience. The CSAD is the accountable team member for the development and execution of the customer’s cross-cloud consumption plan and operational health, with support from the technical resources aligned to the account. The CSAD provides delivery leadership, for our largest and most complex accounts, focused on ensuring delivery is driving the customer’s success and consistently achieving our shared objectives and outcomes.

As a senior progam manager you will oversee and ensure prioritized alignment of coordinated outcomes across Support Programs, Customer Success Engagements, and Consulting projects that will drive consumption, supportability, and operational health improvements.

**Responsibilities**:
**Partner with the Account Executive / Account Technology Strategist to build and execute the Account Plan**
- Leads the success & support team, aligning to prioritized customer solutions, managing the Strategic account plan at a global level.

**Owner of the Consumption plan**
- Accountable for the development and execution of the cross-cloud consumption plan, with support from the technical resources aligned to the account. Ensures consumption milestones are defined with success engagements.

**Engages Customer Executive Sponsors**
- Establishes and nurtures strong executive sponsorship and manages the relationships with customer leadership to drive the execution of the support coverage model, strategic account plan, consumption roadmap & delivery execution ROB.

**Engages Microsoft Executive Sponsors**
- Aligns with Microsoft Executive Sponsors to establish an engagement model and manage the communication & escalation strategies with customer leadership.

**Leads Global Delivery Management & Support Outcomes**
- Provides orchestration across organizational solution areas to leverage technical depth and expertise while managing multi-horizonal solutions from concept inception to completion. Ensures customer operational health.

**Drives Consumption Planning and Execution for Strategic Pursuits**
- Aligns the strategic account planning and cross-organization support coverage to drive consumption planning and success engagement execution aligned to the desired customer outcomes.

**Provides Seasoned Delivery Leadership**
- Leads a team of CSAM’s and the overall global account support and success team to ensure the health of the customer’s solutions, orchestrated prioritized modernization and transformation projects, which lead to customer outcomes.

**Qualifications**:
We are looking for a highly motivated and passionate CSAD to drive program management for our largest and most complex global & strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the CSAD, you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/MVP to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.
- **
Experience** - Substantial experience in senior roles attributing to technical engagement and delivery management and/or program management for large, complex, and global strategic customers is required. Prior work experience in a Senior Program Manager or Senior Engagement Manager position focused on Cloud and software/services solution preferred.
- ** Leadership** - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM must show leadership in teams comprised of Microsoft, Partner and Customer resources who may be engaged in the delivery of comple