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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

In this role, you will:

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

The service delivered by PSAMs to partners is primarily over the phone, but candidates should expect some potential travel per year for personal readiness, team events and/or partner visits.

Position will be located in San Jose, Costa Rica

Qualifications

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years 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 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.

• Business level fluency to read, write and speak English.

• Business level fluency to read, write and speak Spanish.

Additional or Preferred Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years 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 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

• OR equivalent experience.

• 3+ years relevant work experience within customer industry.

• Microsoft 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.

Multiple language skills preferred but not required (Portuguese)

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .