Customer Success Account Manager - German speaker

Description du poste:

With over 17,000 employees worldwide, the (COMPANY NAME) Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of (COMPANY NAME)'s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

This role is flexible in that you can work up to 50% from home.

(COMPANY NAME)'s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities
Customer Relationship Management

· Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align (COMPANY NAME) strategy to customer business priorities.

· Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in (COMPANY NAME). Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.

· Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.

Technical Relevance

· Understands, identifies, and aligns (COMPANY NAME) solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions. Strengthens (COMPANY NAME)'s position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and (COMPANY NAME)'s technology roadmap to enable customer digital transformation.

Customer Success Leadership

· Engages in conversations with customers and demonstrates alignment between customer objectives and the current (COMPANY NAME) portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns (COMPANY NAME) technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.

· Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages (COMPANY NAME) delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging (COMPANY NAME) solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.

· Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers
to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where (COMPANY NAME) offerings can help achieve those objectives, and aligns (COMPANY NAME) products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where (COMPANY NAME) can provide added value to maximize retention and minimize churn.

· Embody our culture and values

Profil requis du candidat:

Qualifications

Required/Minimum Qualifications

· Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND proven experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND proven experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR equivalent experience.

Additional or Preferred Qualifications

· Relevant work experience within customer industry.
· (COMPANY NAME) or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
· Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
· Project Management Institute (PMI) or equivalent Project Management certification.
· Prosci or equivalent certification.

(COMPANY NAME) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with (COMPANY NAME) and the country where you work