Microsoft Nigeria, a subsidiary of the American multinational corporation Microsoft Corporation headquartered in Redmond, Washington, engages in the development, manufacturing, licensing, support, and sale of computer software, consumer electronics, personal computers, and services.
Following its initial public offering in 1986 and the subsequent surge in its stock price, Microsoft created three billionaires and an estimated 12,000 millionaires among its employees. Since the 1990s, the company has progressively expanded beyond the operating system market, making several corporate acquisitions.
Microsoft Nigeria is currently accepting applications from interested and qualified candidates for its latest vacancy.
Job Specifications:
Position: Customer Success Account Management
Employment Type: Full Time
Qualifications: BA/BSC/HND
Location: Lagos, Nigeria.
Job Description:
Customer Relationship Management
The role involves developing and guiding others in implementing effective strategies for engaging with customers, partners, and internal stakeholders. This includes fostering healthy and strategic relationships with key customer stakeholders, partners, and technical professionals to ensure the delivery of high-quality solutions. Collaboration with account team leaders and coordination with internal/external stakeholders is crucial for successful execution.
The responsibilities extend to establishing and maintaining executive-level relationships with customers and partners, focusing on defining business outcomes and aligning Microsoft’s strategy with customer business priorities. Identifying and communicating with key technical, business, and executive-level stakeholders, both internally and externally, is a key aspect. This involves guiding conversations to help achieve customer business objectives and aligning internal roles with customer priorities.
The position also involves leading discussions at the executive level to emphasize business value and coaching others in effective communication during such conversations. The ability to synthesize insights from the team and customer industry regarding business and Information Technology objectives is essential for supporting customer organizations in their transformation programs.
In terms of technical relevance, the role requires a deep understanding of Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to meet and expedite customer needs. Leveraging industry expertise and a visionary mindset, the role contributes to customer success by articulating cross-cloud technology, solutions, and services to both internal and external stakeholders.
The candidate is expected to evangelize Microsoft’s position in the customers’ cloud technology marketplace, highlighting the advantages against competitors. Utilizing knowledge of the customer’s technology platform and Microsoft’s technology roadmap, the role plays a crucial part in enabling customer digital transformation. Staying updated on industry trends and incorporating them into customer interactions is a key aspect of the position.
Customer Success Leadership
The role involves engaging with customers to showcase the alignment between their objectives and the existing Microsoft portfolio within the customer account. Embracing the organizational and customer success strategy is crucial to maximizing the customer’s investments and overall value.
The candidate will drive discussions to establish a long-term approach that fosters the adoption of Microsoft technology and services in line with the customer’s goals. This includes influencing account team planning, advocating for business and technical changes, and challenging customer thinking to drive transformation towards modern digital approaches. Alignment with the account team is essential to connect Customer Success Plans (CSPs) with account plan priorities, developing bookable programs of work. The position requires challenging and influencing strategic decision-making, compelling a case for change towards improved operational health.
Collaborating with key stakeholders and executives, the candidate will develop and deliver strategic roadmaps for executing program planning and customer-facing program reviews. Prioritizing engagements and influencing key stakeholders and executive expectations are crucial aspects. This effort aims to address agreed-upon customer outcomes and account priorities to ensure ongoing customer success. The candidate will leverage, improve, and streamline Microsoft delivery management methodologies, processes, and tools to enhance and mitigate risks to customer operational health. Proactive identification and mitigation of customer blockers and risks, utilizing Microsoft solutions and services, is a key responsibility. Orchestrating delivery resources to facilitate value realization, with a focus on driving operational health, is central to the role. Additionally, the candidate will lead delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities.
Furthermore, the role includes leading escalation management and communications for delivery programs within the customer account.
Qualifications and Requirements:
Required/Minimum Qualifications:
- Bachelor’s Degree: A degree in Business, Sociology, Psychology, Computer Science, or a related field is required.
- Experience: A minimum of 4 years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.
OR
- Master’s Degree: A Master’s Degree in Business, Sociology, Psychology, Computer Science, or a related field is accepted with a minimum of 3 years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.
OR
- Equivalent Experience: Equivalent professional experience will be considered in lieu of formal education.
Applicants should possess a strong educational background and a proven track record of relevant professional experience in one of the specified fields.