Microsoft
Senior Customer Success Account Manager - CTJ - Top Secret/SCI
Microsoft, Washington, District of Columbia, us, 20022
Overview
Senior Customer Success Account Manager - CTJ - Top Secret/SCI role at Microsoft Federal. The Microsoft Federal organization supports US Government missions with flexible recruiting and workforce assignments. The Senior CSAM is the primary delivery lead and partner for strategic customers, responsible for end-to-end post-sales delivery and support orchestration across Microsoft and partner resources to realize customer business outcomes. Responsibilities
Customer Relationship Management: Builds customer, partner, and internal stakeholder engagement models. Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues. Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft. Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers. Holds, maintains, and nurtures internal stakeholder relationships. Learns how to establish executive internal relationships. Develops communication techniques for holding business value conversations at customer executive levels. Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions. Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders. Technical Relevance
Understands, identifies, and aligns Microsoft solutions and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages technical aptitude and industry awareness to translate customer interactions into business impact and value. Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions. Develops an awareness of the cloud technology marketplace, including Microsoft competitors. Customer Success Leadership
Initiates conversations with customers to connect objectives with the current Microsoft portfolio. Adopts the customer success strategy, aligns Microsoft technology and services with customer goals, and supports account team planning to promote business and technical needs for change. Links Customer Success Plans with account plan priorities and develops bookable programs of work. Designs programs that improve operational health for customers. Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key stakeholders to address outcomes and account priorities. Applies Microsoft delivery management methodologies, processes, and tools to manage operational health. Identifies and mitigates blockers by leveraging Microsoft solutions and services and coordinates delivery resources to realize value. Identifies actual/potential blockers to consumption through data and feedback. Mobilizes resources to address blockers, tracks progress, and keeps activities on schedule to meet consumption milestones. Tracks adoption and usage of Microsoft products and services and identifies opportunities to improve retention and reduce churn. Other
Embodies Microsoft culture and values. Qualifications
Required/minimum qualifications:
Master\'s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management, OR Bachelor\'s Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years of such experience, OR equivalent experience. Security Clearance Requirements : Candidates must be able to meet Microsoft, customer and/or government security screening requirements. This includes, but is not limited to, the following specialized security screenings: Candidates must have an active TS/SCI and be willing to upgrade to TS/SCI with polygraph. Must maintain the TS/SCI with polygraph clearance. Failure to meet clearance requirements may result in employment action. Clearance Verification: Successful verification of the stated security clearance is required prior to offer. Microsoft Cloud Background Check: Must pass upon hire/transfer and every two years thereafter. Citizenship & Citizenship Verification: Verification of U.S. citizenship is required due to citizenship-based legal restrictions. Citizenship will be verified via valid documents or verified US government clearance. Additional or Preferred Qualifications
Master\'s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years of related experience, OR Bachelor\'s Degree in these fields AND 8+ years, OR equivalent experience. 3+ years relevant work experience within customer industry. Certifications in Microsoft or competitor technologies (e.g., Azure, 365), ITIL Foundation or equivalent, PMI or equivalent project management, and Prosci or equivalent are preferred. Customer Success Account Mgmt IC4 – typical base pay range across the U.S. is USD 106,400 – 203,600 per year; location-specific ranges may apply. Certain roles may be eligible for benefits and other compensation. See https://careers.microsoft.com/us/en/us-corporate-pay for details. Microsoft will accept applications until November 3, 2025. EEO statement: Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, ethnicity, religion, sex, sexual orientation, or any other characteristic protected by law. Reasonable accommodations available on request during the application process. Seniority level
Not Applicable Employment type
Full-time Job function
Sales and Business Development Industries: Software Development Note: The original listing contains multiple related postings and location/time snippets that are not relevant to the role description and have been omitted for clarity.
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Senior Customer Success Account Manager - CTJ - Top Secret/SCI role at Microsoft Federal. The Microsoft Federal organization supports US Government missions with flexible recruiting and workforce assignments. The Senior CSAM is the primary delivery lead and partner for strategic customers, responsible for end-to-end post-sales delivery and support orchestration across Microsoft and partner resources to realize customer business outcomes. Responsibilities
Customer Relationship Management: Builds customer, partner, and internal stakeholder engagement models. Manages and/or supports foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders in collaboration with more experienced colleagues. Develops customer relationships beyond the current Unified Support contract consumers with a focus on understanding business priorities and how they align and realize the business value for customers and Microsoft. Identifies, navigates, communicates, and influences key customer technical and business stakeholders at different levels. Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers. Holds, maintains, and nurtures internal stakeholder relationships. Learns how to establish executive internal relationships. Develops communication techniques for holding business value conversations at customer executive levels. Gathers information on the business and Information Technology objectives for customer organizations to identify customer priorities and map them to appropriate solutions. Contributes to the development of a shared customer account plan to support customer objectives using partnerships with other account team leaders. Technical Relevance
Understands, identifies, and aligns Microsoft solutions and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages technical aptitude and industry awareness to translate customer interactions into business impact and value. Identifies customer scenarios and aligns with technical specialists to identify relevant cross-cloud technology solutions. Develops an awareness of the cloud technology marketplace, including Microsoft competitors. Customer Success Leadership
Initiates conversations with customers to connect objectives with the current Microsoft portfolio. Adopts the customer success strategy, aligns Microsoft technology and services with customer goals, and supports account team planning to promote business and technical needs for change. Links Customer Success Plans with account plan priorities and develops bookable programs of work. Designs programs that improve operational health for customers. Delivers on program planning and customer-facing program reviews, prioritization of engagements, and engagement with key stakeholders to address outcomes and account priorities. Applies Microsoft delivery management methodologies, processes, and tools to manage operational health. Identifies and mitigates blockers by leveraging Microsoft solutions and services and coordinates delivery resources to realize value. Identifies actual/potential blockers to consumption through data and feedback. Mobilizes resources to address blockers, tracks progress, and keeps activities on schedule to meet consumption milestones. Tracks adoption and usage of Microsoft products and services and identifies opportunities to improve retention and reduce churn. Other
Embodies Microsoft culture and values. Qualifications
Required/minimum qualifications:
Master\'s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management, OR Bachelor\'s Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years of such experience, OR equivalent experience. Security Clearance Requirements : Candidates must be able to meet Microsoft, customer and/or government security screening requirements. This includes, but is not limited to, the following specialized security screenings: Candidates must have an active TS/SCI and be willing to upgrade to TS/SCI with polygraph. Must maintain the TS/SCI with polygraph clearance. Failure to meet clearance requirements may result in employment action. Clearance Verification: Successful verification of the stated security clearance is required prior to offer. Microsoft Cloud Background Check: Must pass upon hire/transfer and every two years thereafter. Citizenship & Citizenship Verification: Verification of U.S. citizenship is required due to citizenship-based legal restrictions. Citizenship will be verified via valid documents or verified US government clearance. Additional or Preferred Qualifications
Master\'s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years of related experience, OR Bachelor\'s Degree in these fields AND 8+ years, OR equivalent experience. 3+ years relevant work experience within customer industry. Certifications in Microsoft or competitor technologies (e.g., Azure, 365), ITIL Foundation or equivalent, PMI or equivalent project management, and Prosci or equivalent are preferred. Customer Success Account Mgmt IC4 – typical base pay range across the U.S. is USD 106,400 – 203,600 per year; location-specific ranges may apply. Certain roles may be eligible for benefits and other compensation. See https://careers.microsoft.com/us/en/us-corporate-pay for details. Microsoft will accept applications until November 3, 2025. EEO statement: Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, disability, political affiliation, protected veteran status, race, ethnicity, religion, sex, sexual orientation, or any other characteristic protected by law. Reasonable accommodations available on request during the application process. Seniority level
Not Applicable Employment type
Full-time Job function
Sales and Business Development Industries: Software Development Note: The original listing contains multiple related postings and location/time snippets that are not relevant to the role description and have been omitted for clarity.
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