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Microsoft Corporation Customer Success Account Management Manager - Healthcare in Boston, Massachusetts

Builds and executes shared plans with customers. Manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively. Provides direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. Sets priorities for Microsoft to contribute to the customer’s success in those areas. Plans the delivery of services to achieve success criteria for top priority solutions and workloads. Provides direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads. Develops and executes technical skilling plan to build technical expertise aligned with customer and business priorities.

#HLS #HealthLifeSciences #Healthcare #MSUS #Sales

Responsibilities

Responsibilities

People Management

  • Deliver success through empowerment and accountability by modeling, coaching, and caring.

  • Model - Live our culture; Embody our values; Role model leadership principles (create clarity, generate energy, deliver results)

  • Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. Drive accountability, responsibility and learning through every level in the organization

  • Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others. Recognize team members' strengths and align to capability needs, resulting in strong delivery results.

  • Ensure timely and efficient hiring, onboarding and staffing to meet and sustain headcount forecast

  • Drive simplified and consistent messaging to support landing organizational change initiatives and programs. Provide feedback on organizational initiatives to support learning improvement

Account Planning

  • Cultivates the image of their team, business, and Microsoft as a valued business partner by aligning customer strategy with Microsoft's offerings and roadmap, as well as considering future industry needs, to agree on a long-term strategy (including for consumption) aligned to those objectives. Considering industry and customer insights, supports their team to lead with complex portfolio and program planning, engagement with executive sponsors, and prioritization of engagements to address strategic outcomes and drive customer success. Supports, in collaboration with other account team leaders, the Account Team in presenting the business and technical need for change and challenging customers' thinking where appropriate, including insights from competitors. Supports account planning, acts as a change agent for the Business, and advocates internally to help customers transform to modern digital approaches.

  • Cultivates transformational approaches in aligning growth goals, opportunities, and industry strategies enabling organizational and area portfolio and program planning excellence for the largest, most complex, strategic customers (e.g., global, high- revenue generation, complex transformation, strategic accounts) in partnership with Sales and account team leadership across solution areas. Supports the efficiency targets of their business through the delivery of contracts and customer value, leveraging managed intellectual property (MIP) and enhanced Developer Support offerings, in alignment with compliance policies.

Opportunity and Pursuit Management

  • Provides guidance and mentorship in leading a team in recommending innovative opportunities for growth to capture and communicate customer and industry insights to sellers. Partners with internal leadership teams (e.g., Account Technology Unit [ATU], Customer Success Unit [CSU], Specialist Team Unit [STU]) to identify, create, and strategize on growth opportunities for their Business and Area growth goals. In partnership with Sales identifies and supports the development of new customer opportunities aligned with Microsoft strategic priorities.

Consumption and Delivery Execution

  • Coaches their team on the adoption and consistent use of appropriate delivery-management methodologies, processes, and tools. Coaches their team on effective customer communication and understanding customer expectations. Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams and management/leadership stakeholders. Encourages others to develop and/or expand awareness of internal mechanisms to best address global customer and industry needs. Establishes accountabilities to drive customer outcomes with internal stakeholders through their area's Customer Success Account Managers Developers (CSAM Devs). Coaches their team on mapping and traceability using complex artifacts or indicators (e.g., value realization metrics). Ensures that their team has processes in place to affirm that they will meet customer goals and expectations. Anticipates, identifies, and mitigates blockers to customer success goals and partners with internal and external leadership stakeholders. Develops widespread initiatives to coach leadership colleagues on common consumption blockers in the industry, implementing large-scale and innovative approaches to address them.

  • Sets the strategic direction of solution deliveries across the Business, mentors others, and supports securing resources with internal leadership to deliver on customer obligations. Provides feedback and improves on delivery methodologies, processes, and tools. Accelerates production level consumption and ensures customer success in driving solution and operational health for Customers across the solution and support lifecycle. Seeks to resolve issues identified and escalated from direct reports regarding internal or critical customer issues (e.g., personnel change requests, threat of critical deal loss) with significant financial impacts on the business. Establishes global escalation standards for their Business and Area and implements escalation management governance processes. Proactively manages customer and internal executive engagement through strategic relationships.

Technical Skilling

  • Supports their team in developing and executing skilling plans to build technical expertise (e.g., customer/industry knowledge, product skills, cloud services, cloud solution architecture, developer technologies and DevOps) in alignment with business priorities. Leverages development opportunities (e.g., mentorships, role-based resources, training) and drives team technical capabilities by proactively providing development opportunities through coaching and mentorship to team members. Leverages deep industry insights and customer experiences to challenge internal peers and provide mentorship that enhances their understanding of the customer and industry. Builds and leverages deep partnerships with technical teams (e.g., Cloud Solution Architecture [CSA], Fastrack, Engineering) and uses technical expertise to integrate multiple cloud technologies into robust solutions. Engages with customers to deepen competitive and strategic expertise and to identify common technology trends.

Customer Success Strategy

  • Translates corporate and Customer Success strategy and regional and area direction into local action. Clarifies corporate and Customer Success strategies to build alignment with key stakeholder and customer strategies and drive toward achieving business goals. Leads trend identification and implementation across customer and functional teams and tailors business planning and execution accordingly.

  • Leads a high-performance team of seasoned Developer focused (CSAM) Customer Success Account Managers well versed in delivery management practices, cloud adoption, application modernization, optimization and migration technology trends.

Other

  • Embody our culture and values

Qualifications

Qualifications

Required/Minimum Qualifications

  • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 6+ years solution delivery, business management, customer-facing consulting, or portfolio management experience

  • OR Master's Degree in Engineering, Information Technology, Business, or related field AND 4+ years solution delivery, business management, customer-facing consulting, or portfolio management experience

  • OR equivalent experience.

  • Competency in Analytical Problem Solving, Customer/Partner Relationships, Strategic Insights, Modern Software Development Practices, Enterprise Software Lifecycle, DevOps, Cloud Adoption Lifecycle, Product & Technology Expertise (Microsoft Clouds, Open Source, Amazon, GCP).

Additional or Preferred Qualifications

  • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 12+ years solution delivery, business management, customer-facing consulting, or portfolio management experience

  • OR Master's Degree in Engineering, Information Technology, Business, or related field AND 10+ years solution delivery, business management, customer-facing consulting, or portfolio management experience

  • OR equivalent experience.

  • 5+ years relevant work experience within customer industry.

  • Project Management Institute (PMI) or equivalent Project Management certification.

  • Prosci or equivalent certification.

The salary for this role in the state of Colorado is from $152,000 and $198,000.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

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