Federal Customer Success Account Management Business Manager

Last updated one month ago
Location:Reston, Virginia, United States
Job Type:Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Microsoft Federal

Microsoft Federal delivers a single unified organization centered around our customer: All critical customer functions are brought under the same organizational umbrella. Bringing together the breadth and depth in our space with a razor sharp focus on serving the U.S. Government. Our federal customers expectations of how to contract, interact, and partner with us are changing, and they need to evolve at the pace of the private sector. Launching a nimble, empowered organization with comprehensive resources allows us to work hand in hand with our customers to accelerate their technology innovation, whether through R&D or through direct contracting.

Microsoft Federal serves the U.S. Government (USG), allowing Microsoft to support the growing government business. The organization supports the capabilities and requirements to service USG through direct sales, contracting, and billing with the USG. Microsoft Federal entity will meet obligations of manage contracts with the USG through six business teams and three enablement teams.

We are committed to empowering our teams, building upon our strategic investments, and delivering the technology to achieve federal missions. As our federal customers pursue their work, from defending the nation, to serving its citizens in challenging times, they look to Microsoft to help them innovate, and they expect end-to-end engagement tailored to their needs.

Microsoft has been committed to and continues to heavily invest in supporting our Federal Government. Microsoft Federal offers our full spectrum of products and services, including hardware, software, online products, and consulting and services.

Join us and be one who helps to empower the US government! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact.

As a Business Manager individual contributor in the Federal Customer Success team you will have the opportunity to lead, develop and land key business programs across the Federal Customer Success Account Management team. The role requires an experienced thought leader who is resourceful and innovative, with a demonstrated knowledge in Strategy, Communication, Services, Program Landing/Change management and Business Development. Experience in support / CSU is valuable.

Responsibilities

Business Rhythm Leadership:

  • Contribute to scorecard and strategic commitments and transformation through orchestrating the ROB in close partnership with the CSU, STU, MCS, Sales, etc. Execute leader ROB cycles to scale, improve and accelerate business results.
  • Coordinate/Orchestrate Strategic Planning Process and Business RoB’s
  • Proactively Manage attainment of key metrics, implement robust process, provide viability and insights on metric/scorecard/target attainment.

Compliance Champion:

  • Operate in full adherence to Company conduct standards, policies and processes and ensure timely 100% completion of online mandatory Compliance Trainings.
  • Cooperate with audits and other compliance processes and help on remediation actions; be proactive in identifying risks inherent to your role and escalate concerns.
  • Compliance Champion: Demonstrated policy and process acumen and active role in driving policy awareness/training and a strong culture of compliance within the team.

Operational Strategy & Change Management:

  • Drive Operational Excellence
  • Oversee SME (Subject Matter Expert) team structure and execution
  • Monitor business continuity, results, issue resolution, clear handovers and accountability
  • Identify areas for service improvement or new services to support business requirements. Look to offload transactional work where possible
  • Identify, Design and implement new processes and policies to support the business
  • Be a key leader for adoption of process, policy and tool changes and a key partner in the design of roadmap and change items
  • Orchestrate Change Management across CSAM Process/Policy/tools including the Federal specific changes

Headcount / People:

  • Be an active participant in leading “People Obsession” efforts in the CSAM Organization
  • Manage REQs, PCN creation with HQ, local hiring events, etc.
  • Facilitate an environment that is diverse and inclusive
  • Ensuring each Services employee can find work/life harmony
  • Lead by example by living Growth Mindset and the Microsoft Company Values

Communications:

Communications: create sustained, pervasive connections and conversations across our organization to deliver better employee experience and organizational performance.

Culture & Learning:
Act as an agent in developing a healthy culture and provide insights on team development. Partner with the Culture Council and People Obsession teams to align and land programs based on our company key culture pillars: Growth Mindset, D&I, One Microsoft, Making a Difference

Qualifications

Experience Required:

  • 5+ years of experience in services, sales, delivery and/or operations
  • Cross-Boundary Collaboration
  • Enabling Change
  • Optimizing Resources & Budgets
  • Setting Goals & Expectations
  • Program Management
  • Project Management
  • Strategic Insight
  • Data Analysis and Insights

The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.

Microsoft 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 Microsoft and the country where you work.