With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft'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.
Do you want to be part of an organization that is dedicated to helping Microsoft Partners grow their business and thrive within the partner ecosystem? Is supporting a diverse set of partners as they evolve their businesses with focus on Microsoft Cloud technologies something that interests you? Are your passions aligned with being part of a high performing team with a culture that values teamwork, innovation, and personal growth?
As a Partner Success Account Manager (PSAM), you'll be responsible for maintaining a direct relationship with a portfolio of Microsoft Partners who focus their businesses on Microsoft cloud technologies. You will act as their primary point of contact and be their trusted advisor regarding services, and pre-sales/technical scenarios they may have. You will not only work to deliver high satisfaction while meeting the needs of your partners, but you will also work proactively as a business advisor to align activities that promote cloud consumption and business growth. This role supports the Advanced Support for Partners (ASfP) service offering and is part of the Global Partner Enablement team within the Customer Experience and Success (CE&S) organization. Use the following link to access more information on the ASfP Service Offering.
This role is flexible in that you can work up to 50% from home.
Microsoft'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**:
- Work with Partners to maximize the return on investment from their purchase of the Advanced Support for Partners (ASfP) service plan
- Manage a portfolio of partners to accelerate cloud consumption and obtain high renewal rates on ASfP
- Assist partners by proactively offering ways to enhance their technical capabilities and increase capacity with the goal of ensuring they are technically enabled to deliver best in class cloud deployments
- Guide Partners to build and optimize their support helpdesk to provide improved support to our collective customers
- Create targeted service delivery plans (SDPs) aimed at optimizing the partners' business growth across any/all applicable Microsoft Cloud businesses
- Work with partners to remove sales blockers and provide support through deployment and migration scenarios
- Engage to assist with critical support cases by working to secure relevant Microsoft support resources
- Manage related technical and/or executive escalations as needed
**Other**
- Embody our culture and values
**Qualifications**:
**Required/Minimum Qualifications**
- Bachelor's Degree in Sales, Change Management, IT, Business, or a related field AND 4+ years experience in a global business environment, customer/partner engagement, cloud-based solutions, sales, account management, project management, customer relationship management, IT Services
- OR equivalent experience.
- Fluency to read, write and speak Portuguese and English.
**Additional or Preferred Qualifications**
- Ability to create & execute strategies to grow multi-service cloud capabilities with partners
- Understanding how to engagement with partners through a 1:1 and/or 1:Few approach to drive readiness across pre-sales, services, cloud value prop and business model transformation
- Awareness of the Microsoft Partner Ecosystem and Partner business models/challenges
- Knowledge of Microsoft Cloud products and ability to conduct meaningful cloud partner discussions
- Ability to influence and interact with many organizational levels and stakeholders including C-Level