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Customer Success Manager - CTJ

Company: Microsoft Corporation
Location: Washington
Posted on: June 12, 2021

Job Description:

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.

Our Federal customers have used tooling to make them more productive for decades, but how do they ensure whether they're using modern tooling in the most optimized way? Customer Success Managers (CSMs) are collaboration experts with superpowers focused on the people side of technology change. CSMs focus on adoption and organizational change management, information and knowledge management, and business user solutions. They seek to understand customer mission needs first and present new ways of working - and solve existing challenges - through mapping of Microsoft productivity tools. CSM's enable and empower collaboration by partnering with customer organizational change management teams to ensure that all users have what they need to get the most out of their Microsoft investment.

  • Growth Mindset, entrepreneurial spirit, top notch collaboration and communication skills, and roll up your sleeves "can do" attitude!
  • A real passion for making others successful
  • 3+ years of experience in consultative work, including some experience with selling
  • 2+ years of experience in driving change management and effective adoption within key technologies. Change management certification recommended
  • Product depth in Microsoft 365 and Microsoft Teams (Power Platform, Dynamics, and Azure knowledge ideal as well)
  • Proven ability to establish trusted advisor relationships with C-level executives and business decision makers
  • Ability to drive results in a multicultural business environment
  • BA/BS or equivalent work experience.
  • Industry knowledge and experience a plus

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

The successful candidate must have an active U.S. Government Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

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.


  • Lead collaboration across the Customer Success Unit and partner with all required Microsoft stakeholders to drive customer value and outcomes.
  • Land and operationalize Corporate strategy and programs with the community and extended field teams. Provide feedback to enable continuous refinement and improvement of strategic programs supporting Modern Work.
  • Build starter kits and incremental adoption paths of our solutions so that we make it easy for our customers to get started and progressively embrace our solutions.
  • Amplify the Voice of the Customer within Microsoft, representing the customers technical and business interests, generating insights, removing obstacles, and influencing engineering roadmaps and customer programs.
  • Achieve business results through a rhythm of business as well as active and vocal collaboration across Federal.
  • Operational excellence, including timely consumption opportunity management, governance and high-quality reporting, and insights through proper tools and channels.
  • Drive scale by extending your teams work and impact through working together with our Microsoft partners.

Keywords: Microsoft Corporation, Washington DC , Customer Success Manager - CTJ, Other , Washington, DC

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