Customer Success Program Lead

Job Description

Customer Success Account management | Microsoft

The Tone:
This is a full-time role at Microsoft. The company is a global technology leader, building a wide array of software products, services, and devices, including prominent cloud platforms like Azure, Security, Modern Work, and Dynamics. This role is crucial for fostering deep customer relationships, ensuring their success by aligning Microsoft’s extensive portfolio with their strategic objectives, and driving the adoption and value realization of Microsoft technologies.

The TL;DR
• Role: Full Time
• Type: Full-time

• Mission: Drive ongoing customer success by aligning Microsoft solutions with customer objectives, developing strategic roadmaps, and mitigating consumption blockers.
• Tech Stack: Azure, Security, Modern Work, Dynamics, 365

What You’ll Actually Do
• Customer Insights: Synthesize customer and industry insights to establish shared account plans, focusing on security, resiliency, and business transformation.
• Stakeholder Engagement: Coach team members on effective engagement strategies with customers, partners, and internal stakeholders, building strategic relationships at executive levels.
• Portfolio Alignment: Drive customer conversations to align Microsoft’s portfolio and long-term adoption strategies with customer objectives, emphasizing security and value maximization.
• Strategic Roadmapping: Develop and deliver strategic roadmaps with key stakeholders and executives to execute program plans and achieve agreed-upon customer outcomes.
• Risk Mitigation: Identify, monitor, and mitigate consumption blockers, including security and compliance risks, by leveraging data, customer feedback, and Microsoft solutions.

The Must-Haves
• Background: Master’s Degree in Business, Sociology, Psychology, Computer Science, or a related field; OR a Bachelor’s Degree in the same fields.
• Experience: 4+ years (with Master’s) or 6+ years (with Bachelor’s) in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
• Skills: Customer relationship management, program planning and execution, strategic roadmapping, risk mitigation (security/compliance), and technical solution alignment (Microsoft cross-cloud capabilities).
• Bonus: 10+ years (Master’s) or 12+ years (Bachelor’s) experience, 5+ years relevant work experience within the customer industry, Microsoft or competitor equivalent certification (e.g., Azure, 365), ITIL Foundation certification, PMI or equivalent Project Management certification, or Prosci or equivalent certification.