Arshi Jaffrey

Customer Success Account Manager, Microsoft Corporation, Irving, Texas, Jan 2022 – Jan 2025.

• Managed a portfolio of 6-7 key accounts, including Energy, Educational, and Finance, ensuring high levels of customer satisfaction and retention.
• Provided expert guidance on Microsoft products, driving adoption, and value.
• Utilized problem-solving skills when dealing with difficult customers.
• Resolved client issues and complaints in a timely and effective manner, ensuring client satisfaction.
• Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.
• Collaborated with sales team to determine best ways to drive market share.
• Prepared and presented detailed reports on account status, challenges, and growth opportunities to executive leadership.
• Participated in brainstorming sessions to develop new ideas for business development initiatives.
• Established strong relationships with decision-makers and influencers within client organizations.
• Identified upselling and cross-selling opportunities to maximize account growth and revenue generation.
• Utilized CRM tools to track client interactions, sales opportunities, and account history.
• Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
• Conducted regular business reviews with clients to understand their needs and align products and services accordingly.
• Maintained an in-depth knowledge of industry trends, competitors, and market conditions to provide strategic advice to clients.
• Formulated and executed Customer Success Plans (CSPs) for long-term success.
• Established strong professional relationships with key stakeholders, including IT Directors, CTOs, and CIOs.
• Enabled cloud adoption, optimized solutions, and supported technology transitions.

• Maintain direct relationships with strategic, high-profile Microsoft Dynamics, and Cloud Partners as their trusted advisor for service enablement, readiness, and technical needs.
• Work with partners to enhance their technical support experience, provide resource coordination, remove sales blockers, support implementation and migration, and resolve critical cases promptly.
• Serve as a mentor and Subject Matter Expert (SME) to deliver best practices for resource alignment.
• Act as a single point of contact for a portfolio of 20 to 25 partners.
• Proactively provide information about Microsoft product learning opportunities, product notifications, and more, based on partners' interests, needs, and business objectives.
• Engage with partners to provide consultative solutions, introduce technical resources, and drive digital transformation across Microsoft Cloud platforms.
• Investigate partners' long-term business objectives, anticipate future technical needs, and lead workstreams to achieve those goals.
• Manage, facilitate, and coordinate resources for escalated support and service situations.
• Collaborate with Partner Development Managers (PDMs), Partner Technical Consultants (PTCs), and other Microsoft roles to develop partners' service delivery plans (SDPs).
• Escalate tickets, and communicate with the support team regularly.
• Nominate partners and their customers to programs like the Cloud Enablement Desk (CED) and FastTrack.
• Drive awareness and growth of the Advanced Support for Partners program.

• An end-to-end, multi-faceted role involving account management, client support, training, beta and UAT testing, maintenance of product roadmaps and software deployment plans
• Technical Responsibilities: Attend Agile-Scrum ceremonies and sprint showcase sessions to stay current with product development
• Document defects and usability issues categorized by severity and impact
• Collaborate closely with developers to resolve defects
• Attend production deployment calls and send formal notifications of successful releases to clients
• Involved in defect-tracking meetings and communicate status and timeline to impacted clients
• Analyzing and assessing areas in need of improvement monthly to meet yearly KPI metrics and goals
• Develop and execute engagement plans that include activities designed to build healthy relationships