Who We Are:
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is anchored on embracing a growth mindset, where anyone can change, learn, and grow. The Public Sector organization’s mission is to support the digital transformation of our customers and clients with the aim of creating economic, social and ecological benefits for the benefit of Germany’s society and abroad.
What We’re Doing:
The Cloud Team Public Sector (CTPS) is responsible for successful positioning of cloud platforms (sovereign to public) to enable complex digitization projects in all segments of Microsoft Germany’s Public Sector: Government, Healthcare & Life Sience, Education, Defense & Intelligence. Our responsibility is to define and implement a Public Sector cloud strategy in market entry, portfolio development and partner management.
As part of the further implementation of the Delos Cloud as a BSI-certified sovereign cloud offering for government clients in the public sector, we are assembling a GTM team that will explicitly handle the introduction of Delos Cloud services in Germany. The position of the Delos Customer Success Account Manager will be organizationally placed in the CUSTOMER SUCC ACCT MGR MGMT area, with functional management carried out in joint coordination with the Cloud Lead Public Sector.
Why We Need You:
As a Customer Success Account Manager, you are the primary customer facing role responsible for Delos Cloud as well as Delos Cloud customers success through the management of program deliveries and strong customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of Delos cloud technologies.
The Cloud Team Public Sector is looking for a highly motivated individual to develop, manage and maintain strong customer relationships – from Public Cloud to Sovereign (Delos) Cloud. Establish trust and credibility with key decision makers and influencers in the customer organization. Understand the customer’s business goals, challenges and pain points. Provide proactive and timely communication and follow-up on delos related matters. Ensure customer satisfaction and loyalty by delivering exceptional service and value.
Customer Relationship Management to Delos Cloud and Delos Cloud Customers
- Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g., Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO], Line-of-Business leaders) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g., Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.
- Gathers information on the business and Information Technology objectives for customer organizations in the German public sector with a special focus on Delos Cloud customers, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.
Account Planning
- Drives conversations with Delos Cloud and Delos Cloud customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change. Supports account planning and advocates for change internally to help customers transform to modern digital approaches.
- Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, partners with