Microsoft On-Prem Server Products
Murat Oğuz
Customer Success Account Manager at Microsoft
Istanbul
Summary
Dynamic professional with over 25 years of expertise in critical situation management and strategic customer engagement, specializing in technology, service delivery, and transformation programs. Proven track record of leading enterprise initiatives across finance, retail, and government sectors, facilitating executive-level communication and managing complex projects from inception to execution. As a PhD-level instructor, designed and integrated cloud-based and modern technology courses into university curricula, demonstrating a commitment to academic excellence. Passionate about leveraging technology to drive growth and build long-term partnerships, combining deep technical knowledge with a collaborative approach to deliver measurable value.
Overview
25
25
years of professional experience
5
5
Certifications
2
2
Languages
Work History
Prin. Customer Success Account Manager
Microsoft
07.2018 - Current
- Led strategic engagements across finance, retail, and government sectors, aligning Unified Support services with customer transformation goals.
- Facilitated executive-level meetings, including CxO-level discussions, to define service scope and ensure strategic alignment.
- Directed cloud migration projects for two major banking institutions, managing coordination and delivery end-to-end.
- Delivered technical and non-technical workshops to strengthen internal capabilities and accelerate customer adoption.
- Achieved 100% renewal success rate across Unified Support contracts, including critical service accounts.
- Drove growth and satisfaction through upsell motions, expanded service coverage, and proactive planning.
- Coordinated service reviews and delivery planning for enterprise accounts.
- Contributed to internal innovation and enablement programs, developing content and driving readiness.
- Activated Success Programs to accelerate customer value realization.
- Managed relationships with 50+ enterprise customers, ensuring continuity and strategic alignment.
- Received multiple awards for contributions to customer success and delivery excellence.
Manager-Delegated Strategic Responsibilities
Microsoft
07.2018 - Current
- Led a transformation initiative for the Turkey CSAM role group, covering planning, enablement, and content development.
- Oversaw Execution Excellence by tracking contract utilization, performance metrics, and satisfaction across a 20+ member team; managed escalations and corrective actions.
- Mentored new team members, supporting onboarding and capability development through structured guidance.
- Defined and managed workflows and stakeholder coordination for Azure transformation initiatives; shared best practices and supported critical projects through hands-on execution.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
Senior Service Delivery Manager
Microsoft
07.2015 - 07.2018
- Led strategic support and service delivery engagements across finance, retail, and government sectors, aligning Premier Support services with customer transformation goals.
- Facilitated high-level meetings, including CxO-level discussions, to define service scope and ensure strategic alignment.
- Delivered technical and non-technical workshops to strengthen internal capabilities and accelerate customer adoption.
- Achieved 100% renewal success rate across Unified Support contracts, including critical service accounts.
- Drove growth and satisfaction through upsell motions, expanded service coverage, and proactive planning.
- Coordinated service reviews and delivery planning for enterprise accounts.
- Managed relationships with 30+ enterprise customers, ensuring continuity and strategic alignment.
- Received multiple awards for contributions to customer delivery and excellence.
Manager-Delegated Strategic Responsibilities
Microsoft
07.2015 - 07.2018
- Led Execution Excellence by tracking contract utilization, performance metrics, and satisfaction across a 15+ member team; managed escalations and corrective actions.
- Acted as delivery quality lead for Premier contract business, supporting renewal and growth efforts.
- Collaborated with the Sales team for Premier contract renewals, achieving 100% renewal across portfolio.
- Mentored new team members, supporting onboarding and capability development through structured guidance.
- Actively contributed to MAC and Long-Term Internship programs, participating in candidate selection and mentoring for in-Microsoft career development.
- Drove transformation of the delivery model within Turkey and MEA region.
- Defined and managed workflows and stakeholder coordination for critical situation management; shared best practices and supported key projects through hands-on execution.
Senior Technical Account Manager
Microsoft
06.2007 - 07.2015
- Led strategic support and service delivery engagements across finance, retail, and government sectors, aligning Premier Support services with customer transformation goals.
- Achieved a 100% renewal success rate across Unified Support contracts, including critical service accounts.
- Coordinated service reviews and delivery planning for enterprise accounts at all levels, ensuring proactive engagement and operational excellence.
- Managed relationships with 20+ enterprise customers, maintaining continuity, satisfaction, and strategic alignment.
- Received multiple awards recognizing contributions to customer delivery, collaboration, and service excellence.
Manager-Delegated Strategic Responsibilities
Microsoft
06.2007 - 07.2015
- Led Execution Excellence by tracking contract utilization, performance metrics, and customer satisfaction across a 15+ member delivery team; managed escalations and corrective actions to meet annual targets.
- Acted as delivery quality lead for Premier contract business, supporting renewal and growth efforts through governance, reporting, and stakeholder alignment.
Senior Technical Support Engineer
Microsoft
03.2004 - 06.2007
- Provided technical support for enterprise customers across Exchange, SharePoint, Security (ISA/TMG), IIS/.NET platforms.
- Diagnosed and resolved performance, configuration, and integration issues, ensuring service continuity and customer satisfaction.
- Designed and delivered technical workshops, including content creation and hands-on sessions tailored to customer and internal team needs.
- Authored and published multiple technical documents and whitepapers as internal articles, contributing to knowledge sharing and readiness.
- Assisted developers with IIS/.NET-related issues including authentication, performance tuning, and deployment.
- Collaborated with escalation and product teams to resolve complex cases and improve support processes.
- Recognized for strong problem-solving skills, technical depth, and effective customer communication.
- Received multiple awards recognizing contributions to customer support and collaboration.
University Lecturer at Computer Engineering
Üsküdar University
05.2019 - Current
- Providing academic advisory support as a faculty consultant, working closely with the department to ensure course content and structure aligned with program goals and industry standards.
University Lecturer at Computer Engineering
Istanbul Bilgi University
02.2019 - Current
- Designed and developed full course content for three distinct subjects: Cloud Computing, Computer Networks and Network Programming, and High-Performance Computing, covering theoretical foundations and practical applications.
- Successfully proposed and integrated all three courses into the department's official curriculum; one of them was accepted as a core course, contributing directly to program structure and graduation requirements.
- Led classroom instruction, assessments, and student engagement activities, receiving positive feedback for clarity and relevance.
- Collaborated with academic board and faculty to align course objectives with departmental goals and industry expectations.
University Lecturer at Computer Engineering
Bahcesehir University
10.2022 - 01.2024
- Designed and developed full course content for two distinct subjects: Cloud/Azure Fundamentals and Azure Database Fundamentals, integrating both theoretical foundations and practical applications.
- Delivered classroom instruction, assessments, and student engagement activities, consistently receiving positive feedback for clarity, relevance, and instructional quality.
- Collaborated with academic board and faculty to align course objectives with departmental goals and industry standards, ensuring curriculum relevance and impact.
Software Developer
Simetri Software Development House
01.2003 - 03.2004
- Developed custom software solutions using .NET Framework, C#, and SQL Server, tailored to government-specific requirements.
- Contributed to multiple public sector projects, focusing on secure, scalable, and maintainable application architectures.
- Designed and implemented database structures, stored procedures, and optimization strategies for high-volume systems.
- Collaborated with cross-functional teams to gather requirements, define technical specifications, and deliver end-to-end solutions.
- Participated in code reviews, testing, and deployment processes to ensure quality and compliance with government standards.
Instructor
Mavi Akademi Danışmanlık Ve Eğitim Merkezi
06.2002 - 03.2004
- Delivered Microsoft certification-based courses under MCSE, MCSD, and MCT programs, covering infrastructure, development, database and training topics.
Instructor
Anka Training A.Ş.
03.2002 - 06.2003
- Delivered Microsoft certification-based courses under MCSE, MCSD, and MCT programs, covering infrastructure, development, database and training topics.
System Engineer
HAVELSAN
01.2002 - 01.2003
- Worked on secure messaging solutions for military clients, focusing on confidentiality, reliability, and system integrity.
- Managed deployment, maintenance, and troubleshooting of Microsoft Exchange, Active Directory, and custom and Microsoft-based security products.
- Delivered end-user and administrator training sessions to ensure operational readiness and effective system usage.
- Provided ongoing support and optimization for messaging environments in high-security contexts.
Trainer
Armada Training
08.2000 - 01.2002
- Delivered Microsoft certification-based courses under MCSE, MCSD, and MCT programs, covering infrastructure, development, database and training topics.
- Provided instruction on Microsoft technologies including Windows Server, Active Directory, Exchange, SharePoint, .NET, and SQL Server.
- Led hands-on labs, exam preparation sessions, and scenario-based workshops for IT professionals and developers.
Education
Doctor of Philosophy (Ph.D.) - Computer Engineering
Maltepe University
01.2016
Master's degree - Computer Engineering
Halic Universitesi
01.2007
Bachelor's degree - Computer Engineering
Dokuz Eylul University
01.2000
Skills
Customer Success and Service Delivery
Certification
Prosci Certified Change Practitioner
Current Position
Customer Success Account Manager at Microsoft
Software
Microsoft Cloud(Azure) IaaS/PaaS Services
Development Capabilities (Native, Framework Based Languages))
AWS, GCP etc Vendors
Timeline
University Lecturer at Computer Engineering
Bahcesehir University
10.2022 - 01.2024
University Lecturer at Computer Engineering
Üsküdar University
05.2019 - Current
University Lecturer at Computer Engineering
Istanbul Bilgi University
02.2019 - Current
Prin. Customer Success Account Manager
Microsoft
07.2018 - Current
Manager-Delegated Strategic Responsibilities
Microsoft
07.2018 - Current
Senior Service Delivery Manager
Microsoft
07.2015 - 07.2018
Manager-Delegated Strategic Responsibilities
Microsoft
07.2015 - 07.2018
Senior Technical Account Manager
Microsoft
06.2007 - 07.2015
Manager-Delegated Strategic Responsibilities
Microsoft
06.2007 - 07.2015
Senior Technical Support Engineer
Microsoft
03.2004 - 06.2007
Software Developer
Simetri Software Development House
01.2003 - 03.2004
Instructor
Mavi Akademi Danışmanlık Ve Eğitim Merkezi
06.2002 - 03.2004
Instructor
Anka Training A.Ş.
03.2002 - 06.2003
System Engineer
HAVELSAN
01.2002 - 01.2003
Trainer
Armada Training
08.2000 - 01.2002
Master's degree - Computer Engineering
Halic Universitesi
Bachelor's degree - Computer Engineering
Dokuz Eylul University
Doctor of Philosophy (Ph.D.) - Computer Engineering
Maltepe University