Microsoft Technical Customer Success Manager

World Wide Technology (WWT) provides technology strategy, consulting, engineering, and integration services for intelligent AI, digital, cybersecurity, cloud, and infrastructure solutions. The Microsoft Technical Customer Success Manager serves as a senior strategic liaison for WWT’s Microsoft clients, overseeing account health, providing Microsoft ecosystem guidance, driving technology adoption and value realization, and managing executive relationships.

Responsibilities:

• Maintain executive-level awareness of the health, status, and strategic direction of all WWT Microsoft client accounts
• Collaborate with the client’s CSM on regular Business Reviews (QBRs/EBRs) with client stakeholders with MSFT technology insights, updates and risks
• Collaborate with the client’s CSM on developing each client’s success plan capturing goals, risks, milestones, and mutual success criteria
• Act as a subject matter authority on the Microsoft product landscape including Azure, Microsoft 365, Dynamics 365, Security (Defender/Sentinel), Copilot, and Modern Work
• Advise clients on Microsoft roadmap developments, licensing changes, and adoption best practices relevant to their environments
• Guide clients through cloud adoption, migration planning, and optimization journeys in alignment with the Microsoft Cloud Adoption Framework (CAF) and Well-Architected Framework (WAF)
• Translate complex technical capabilities into business value narratives tailored to client executive audiences
• Collaborate with WWT solution architects and engineers to ensure client recommendations are technically sound and deliverable
• Consult with internal D2OS MSFT support engineering teams on advisory and high-complexity cases when needed
• Build and sustain deep, trust-based relationships with client directors, CIOs, CTOs, VPs of IT, and other senior decision-makers
• Position WWT as an indispensable strategic partner — not merely a transactional vendor — across all Microsoft touchpoints
• Champion adoption of Microsoft technologies within client organizations, identifying barriers and developing plans to accelerate usage
• Track utilization metrics, license consumption, and adoption KPIs across client Microsoft environments
• Partner with client teams on change management strategies that support successful technology transitions
• Facilitate access to Microsoft FastTrack, Adoption and Change Management (ACM) resources, and WWT training assets where applicable
• Maintain a current view of each client's technology health and strategic alignment
• Ensure smooth handoffs and coordination between the TAM function and operational/delivery teams to avoid gaps in client experience

Requirements:

• 7+ years of experience in a technical account management, or solutions consulting role within the Microsoft ecosystem
• Demonstrated ability to manage and grow a portfolio of enterprise-level technology client relationships
• Bachelor's degree in Information Technology, Business, Computer Science, or a related field — or equivalent professional experience
• Proven track record of engaging C-suite and VP-level stakeholders with credibility and executive presence
• Deep knowledge of the Microsoft cloud and product portfolio: Azure, Microsoft 365, Dynamics 365, Power Platform, Copilot for Microsoft 365, and Microsoft Security
• Familiarity with Microsoft licensing models, Enterprise Agreements (EA), Microsoft Customer Agreement (MCA), and MPSA structures
• Understanding of cloud architecture principles, hybrid environments, identity and access management, and modern workplace solutions
• Working knowledge of the Microsoft Cloud Adoption Framework and Azure Well-Architected Framework
• Executive communication and executive-level presentation skills — written and verbal
• Strategic thinking and business acumen with the ability to connect technology to business outcomes
• Strong relationship management skills with a consultative, advisor-first approach
• Ability to manage a complex portfolio of accounts simultaneously without losing strategic focus
• Collaborative mindset — skilled at working across internal teams including sales, delivery, and technical practices
• Data-driven approach to account health, adoption metrics, and client satisfaction
• Microsoft Certified: Azure Solutions Architect Expert
• Microsoft 365 Certified: Enterprise Administrator Expert
• Microsoft Certified: Security, Compliance, and Identity Fundamentals (or higher-level Security certs)
• ITIL Foundation or higher (preferred, not required)