Customer Success Account Manager - Developer
Microsoft
Johannesburg, Gauteng, South Africa
2d ago

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centred 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.

Customer Success : Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.

To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

Responsibilities

As a Customer Success Account Manager for Development you are one of the primary customer facing roles responsible for customer success through the management of program deliveries, strong customer relationships and responsible for helping our customers get the best from their technology choices and development teams.

The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies aligned with the Customer’s Development Strategy.

You are front and centre with our customers supporting their digital journey and empowering them to achieve more!

There are a number of accountabilities and skills mentioned below. It’s ok if you don’t match all of them. If you’re enthusiastic to make a real difference, get in touch.

Key Accountabilities

  • Ensure Support of Development contract obligations are met by driving quality planning and delivery of Support services.
  • Work with businesses and development teams to ensure deliveries are aligned with customer projects and milestones.
  • Share industry experience and development expertise with our customers to help them understand what works and what doesn't work.
  • Continuously look for ways to improve customer experience, software development capabilities and the overall use of our technology
  • Knowledge of the latest Microsoft software code and open-source technologies to solve development challenges.
  • Build strong customer relationships to meet strategic goals.
  • Partner with your customer and Microsoft Account Team to plan and prioritize customer engagements and programs across cloud workloads.
  • Track, escalate and plan to remediate technical blockers and provide engineering feedback to improve our product and solutions as appropriate.
  • Qualifications

    We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive development program management for Strategic accounts that have a significant number of key cross cloud workload engagements running concurrently.

    As the CSAM you will drive acceleration of cloud adoption from Pilot / MVP to production for customers’ cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key Microsoft account team members and business partners supporting customer success.

  • Technical Development Skills and Experience Experience in delivering technical knowledge to developers and their leadership teams looking to learn from Microsoft.
  • Understanding of development methodologies such as DevOps & SecOps.Experience developing solutions using one or more OOP languages as well as an understanding of implementation, testing and deployment.

    Exposure to Cloud enabled or on-premise applications.Knowledge of the Open-Source ecosystem is desirable.

  • Experience - Demonstrable years of success in complex technical development engagement management and program management required.
  • Prior work experience in a Program Manager or 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 development complex solutions for overall customer success.

  • Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts.
  • Experience in managing various stakeholder relationships to get consensus on solutions / engagements required.

  • Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, and attention to detail required.
  • Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
  • Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators and Data Scientist).

  • Education - Bachelor’s degree or equivalent work experience. Bachelor's degree in Computer Science, Information Technology, Engineering, or related field desired.
  • Certification(s) in the following desired :

  • Technologies : Cloud, mobile, web application development, cloud-native application architecture.
  • Project Management : PMP or Prince2.
  • Travel required : 0-25%
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