Customer Success Account Manager, Microsoft Elevate

Microsoft•,

3d•$86,100 - $187,400

About The Position

As a Customer Success Account Manager in Microsoft Elevate, you are the primary delivery lead and partner for strategic customers, helping them accelerate business value across Microsoft Digital Cloud platforms. You coordinate end-to-end post-sales delivery and support across Microsoft and its partner ecosystem, aligning resources to achieve customer outcomes. The role applies business acumen, industry perspectives, customer knowledge, and technical expertise to connect customer priorities with relevant solutions and ensure successful delivery. Microsoft Elevate is a high-growth, AI-powered global sales team focused on strengthening education, social impact, and workforce systems so people can thrive in the AI economy. The team brings together technology, training, and partnerships to support opportunity, innovation, and inclusion. This opportunity offers the ability to develop delivery management capabilities and deepen cloud and industry expertise in a fast-paced, digital-first environment.

Requirements

Bachelor’s degree in Business, Sociology, Psychology, Computer Science, or a related field and 2+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, or equivalent experience.

Nice To Haves

Bachelor’s degree in Business, Sociology, Psychology, Computer Science, or a related field and 5+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, or equivalent experience.
At least 1 year of relevant work in the Education or Non Profit industries.
Microsoft or competitor-equivalent certification, such as AWS, in relevant technologies such as Azure or 365.
ITIL Foundation certification or an equivalent service management certification.

Responsibilities

Build customer, partner, and internal stakeholder engagement models and support foundational relationships with customer stakeholders and technical professionals.
Develop customer relationships beyond current Unified Support contract consumers, understand business priorities, and connect them to business value for customers and Microsoft.
Identify and engage customer technical and business stakeholders at different levels; guide conversations toward customer objectives and map internal roles to customer priorities.
Gather information about customers’ business and IT objectives, identify priorities, and contribute to shared customer account plans.
Identify actual and potential blockers to consumption using data and customer feedback, mobilize resources to address them, and maintain accountability for consumption milestones.
Partner with customers to track progress, resolve blockers, keep activities on schedule, and drive adoption and usage of Microsoft products and services.
Use understanding of retention and churn in the customer portfolio to identify potential retention issues.
Plan customer-facing programs and reviews, prioritize engagements, and engage technical and business stakeholders to achieve customer outcomes and account priorities.
Apply Microsoft delivery management methodologies, processes, and tools to manage customer operational health; identify and mitigate blockers and develop programs of work with guidance from experienced colleagues.
Orchestrate delivery resources, conduct internal delivery program reviews, and provide escalation management and communications for customer delivery programs.
Connect customer objectives with the current Microsoft portfolio of work, align technology and services to customer goals, and support account team planning and change needs.
Align Customer Success Plans with account priorities and develop bookable programs of work; work with customers to design programs that improve operational health.
Identify Microsoft solutions and technical capabilities, including Azure, Modern Work, and Dynamics, that align with customer needs; translate customer interactions into business impact and value.
Identify customer scenarios and collaborate with technical specialists on relevant cross-cloud solutions; develop awareness of the cloud technology marketplace and Microsoft competitors.