微软Customer Success Account Manager
任职要求
Required/minimum qualifications 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 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 equivalent experience.Additional or preferred qualificationsMaster'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 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 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.
工作职责
Customer Relationship ManagementBuilds 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 Microsoft 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 Microsoft. 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.Customer Success LeadershipLeads 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 Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Microsoft 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.Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Microsoft 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.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 Microsoft offerings can help achieve those objectives, and aligns Microsoft 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 Microsoft can provide added value to maximize retention and minimize churn.Technical RelevanceUnderstands, identifies, and aligns Microsoft 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 Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
• You will develop relationships with key customer IT and business decision makers, to understand their data estate, priorities, and success measures, and design secure, scalable Data & AI solutions that deliver measurable business value. • You will understand customers’ overall data estate Business and IT priorities and success measures to design Data & Analytics solutions that drive business value and drive positive Customer Satisfaction & become a trusted advisor. • You will ensure that solution exhibits high levels of performance, security, scalability, maintainability, repeatability, appropriate reusability, and reliability upon deployment and provide feedback and insights from customers/partners. • You will develop opportunities to drive Customer Success business results & help Customers get value from their Microsoft investments and identify resolutions to Customer blockers by leveraging subject matter expertise. Deliver according to MS best practices & using repeatable Intellectual Property (IP). • You will apply technical knowledge to architect and design solutions that meet business and IT needs, create Data & Analytics roadmaps, drive Proof of Concepts (POC) and Minimal Viable Product (MVP), and ensure long term technical viability of new deployments, infusing key AI technologies where appropriate. • You will maintain technical skills and knowledge, keep up to date with market trends and competitive insights; collaborate and share with the AI technical community while educating customers on Azure platform. • You will accelerate customer outcomes - Share expertise, contribute to IP creation & re-use to accelerate customer outcomes and obtain relevant accreditations and certifications. Proactively identify gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Applies subject matter expertise to develop new IP that fills identified gaps • Drive Azure consumption through accurate and complete Azure Consumption Plans and support Unified/Factory delivery models. • Lead technical workshops, build MVPs, and guide customers through production deployments. • Collaborate with internal teams to remove blockers and share customer feedback. • Evangelize Azure technologies within customer, partner, and community ecosystems. • Own the end-to-end technical delivery results, ensuring completeness and accuracy of consumption and customer success plans in collaboration with the Customer Success Account Managers. • Provide delivery oversight and escalation support for key consumption engagements across Data & Analytics workloads. • Drive technical excellence by leading the health, resiliency, security, and optimization of mission-critical data workloads, ensuring readiness for production-scale AI use cases. • You will identify resolutions to issues blocking go-live of migration and modernization projects by leveraging Azure Infrastructure technical subject matter expertise and lead technical conversations with customers to drive value from their Microsoft investments and deliver all work according to MS best practices and policies. • You will demonstrate a self-learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals as you accelerate customer outcomes and engage in relevant communities to share expertise, contribute to IP creation, prioritize IP reuse and learn from others to help accelerate your customers transformation journey. • Be accredited and certified to deliver with advanced and expert-level proficiency in priority workloads including Microsoft Fabric, Azure Databricks, Microsoft Purview, Azure SQL, PostgreSQL, MySQL, and Cosmos DB. Technical leadership • Design the solution using your Data Platform technical knowledge, architectural approach, consultancy skills and our methodology to win a customer’s technical decision and meet the customer’s needs; drive proof of concepts (POCs)/production deployments to create momentum for MVPs, infusing key AI technologies where appropriate and being technically proficient to do POC with hands-on-skills. • Data Platform technologies, including SQL Server, Azure SQL Database, and Azure Cosmos DB, as well as Analytics, Data Warehousing, and Data Engineering scenarios. Focus on Intelligent Data and Analytics Platforms such as Synapse, Lakehouse architecture, Fabric, Azure Databricks, and Power BI. Stay informed on market trends and competitive insights and actively collaborate and share knowledge within the Data & AI technical community. • Experience in Azure architecture design, Azure IaaS, Azure SQL Database, Azure SQL Managed Instance, High Availability, service resilience and distributed systems. • Experience as a Database Administrator, data platform design, SQL Server at scale, on-premises to Azure migrations, complex SQL Server troubleshooting, performance tuning and optimization, scaling OLTP and OLAP workloads, and securing SQL Server on-premises or in Azure • Experience with High Availability/Disaster Recovery solutions such as Failover Clustering, Database Mirroring, Always-On Availability Groups, and Replication • Use trace analysis, debug skills, source code, and other proprietary tools, to analyse problems and develop solutions to meet customer needs; this may involve writing code • Consultative experience along with presentation skills with a high degree of comfort with both large and small audiences • Learns to identify and communicate areas in intellectual property (IP) that need refreshing or have gaps. Contributes to IP development with guidance/supervision. • Demonstrates strong industry knowledge and increases recognition for Microsoft solutions by contributing to and sometimes leading presentations and engagements with external and internal audiences (e.g., Tech Connect, Build, Ignite)
• Lead the outsourced Account Manager team to deliver tailored service solutions for tiered merchants, ensuring an optimal platform service experience. Proactively drive merchant fund inflows and FX transactions to foster the growth of WorldFirst’s business. • Communicate and work cross-functionally with expert Relationship Managers, Sales & Partnerships team to service and delight our customers • Demonstrate great product knowledge，and keep up with new WorldFirst product functionalities and able to identify suitable customer. Offer client the right new prduct to help customers success with WorldFirst • Possess strong risk awareness and collaborate daily with Risk, AML, and Compliance…teams to ensure seamless coordination and safeguard merchant account security. • Possess foundational knowledge of financial systems and collaborate with the Customer Funds team to resolve customer fund related issues • Communicate articulately and probe intelligently to gain insight into the customers' experience • Provide excellent & speedy service, so that our customers happily continue to choose us & grow their businesses with WorldFirst day after day • Be our "customer voice" representative by updating records and highlighting any issues quickly for urgent resolutions
*Hiring location: Beijing, Shanghai, Guangzhou, Shenzhen, Hong Kong(visa sponsorship provided) Would you like to join one of the fastest-growing teams within Amazon Web Services (AWS) and help shape the future of GPU optimization and high-performance computing? Join us in helping customers across all industries to maximize the performance and efficiency of their GPU workloads on AWS while pioneering innovative optimization solutions. As a Senior Technical Account Manager (Sr. TAM) specializing in GPU Optimization in AWS Enterprise Support, you will play a crucial role in two key missions: guiding customers' GPU acceleration initiatives across AWS's comprehensive compute portfolio, and spearheading the development of optimization strategies that revolutionize customer workload performance. Key Job Responsibilities - Build and maintain long-term technical relationships with enterprise customers, focusing on GPU performance optimization and resource allocation efficiency on AWS cloud or similar cloud services. - Analyze customers’ current architecture, models, data pipelines, and deployment patterns; create a GPU bottleneck map and measurable KPIs (e.g., GPU utilization, throughput, P95/P99 latency, cost per unit). - Design and optimize GPU resource usage on EC2/EKS/SageMaker or equivalent cloud compute, container, and ML services; implement node pool tiering, Karpenter/Cluster Autoscaler tuning, auto scaling, and cost governance (Savings Plans/RI/Spot/ODCR or equivalent). - Drive GPU partitioning and multi-tenant resource sharing strategies to reduce idle resources and increase overall cluster utilization. - Guide customers in PyTorch/TensorFlow performance tuning (DataLoader optimization, mixed precision, gradient accumulation, operator fusion, torch.compile) and inference acceleration (ONNX, TensorRT, CUDA Graphs, model compression). - Build GPU observability and monitoring systems (nvidia-smi, CloudWatch or equivalent monitoring tools, profilers, distributed communication metrics) to align capacity planning with SLOs. - Ensure compatibility across GPU drivers, CUDA, container runtimes, and frameworks; standardize change management and rollback processes. - Collaborate with cloud provider internal teams and external partners (NVIDIA, ISVs) to resolve cross-domain complex issues and deliver repeatable optimization solutions. ------------------------------------------------------
• Technical Delivery: • Proactively working with CSS customers to ensure their successful deployment of Oracle EBS/Fusion ERP • Requirements study/analysis, solution design, user training and system configuration / establishment of Oracle EBS/Fusion ERP finance/distribution modules deployment • Proved strong experience in enterprise finance digital transformation, finance share service center and integration of business and finance • Researching and responding to functional enquiries from customers • Supporting EBS/Fusion ERP SRs raised by customers • Service Management: • Coordinate the delivery of Oracle Services, serving as the primary delivery contact to the customer. • Align contracted services with customer goals and objectives, ensuring effective and efficient use of Oracle delivery resources. • Responsible for delivering to the contracted terms, achieving contract margin and revenue objectives. • Customer Relationship Management: • Develop and manage Oracle customer relationships with a designated large account or a small number of medium accounts throughout the contracted engagement. • Act as a trusted advisor to customers, ensuring consistency and quality of deliverables, helping them achieve their IT strategy and business goals. • Incident Management and Communication: • Act as a point of contact for any major incidents, managing communication and customer expectations through resolution. • Conduct periodic Service Account Planning and Account Reviews, performing scope and risk management. • Collaboration and Solution Identification: • Work collaboratively with Sales, delivery teams, and customers to identify appropriate solutions to meet customer requirements. • Establish and maintain a delivery governance model with the customer. • Identify and submit delivery leads for new opportunities and contract renewals.