Customer Success Account Manager Manufacturing

About Customer Experience & Success (CE&S)

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Role Overview

As a Customer Success Account Manager in the territory of Manufacturing, you will be the trusted advisor and orchestration lead for top strategic Austrian enterprise customers’ post-sales journey. You own the customer success plan, align Microsoft resources to customer priorities, and drive adoption and value realization across Microsoft Cloud solutions. This role allows you to deepen your business acumen, expand your technical and industry expertise, deepen your delivery management skills and build strong executive relationships while influencing long-term customer success and growth. This role is flexible in that you can work up to 25-50% from home, fluency in German is a must.

Are You a Fit?

Are you the tech-savvy cloud loving person that has Cloud and IT Service Management blood running in your veins? Do you want to be that key person that helps our strategic customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

CSAM Responsibilities

As a CSAM, you are the primary delivery lead and a partner for your customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact!

Microsoft's Mission and Values

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Key Responsibilities

• Relationship Management: As co-leading account manager, you will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other Microsoft and partner account team leaders.
• Customer Success Leadership: You will own the creation of the Customer Success Plans based on customer priorities and develop bookable programs of work to guarantee KPI attainment. You will meet project milestones, track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and take action to drive usage, while you perform a proactively retention and churn management.
• Customer Strategy and Growth: You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. You will adopt the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
• Delivery and Program Management: You will lead the delivery of program planning and customer-facing program reviews, prioritization of engagements, and coverage of key stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Customer Health & Satisfaction: You will proactively monitor the health and satisfaction of your customers’ workloads and support the ticket escalation management.

Qualifications

• Several years relevant work experience within the manufacturing industry, ideally in customer success/ solution delivery/ practice management/ customer-facing consulting or portfolio management OR equivalent experience.
• Degree in Business or Computer Science or related field.
• Fluency in spoken and written German and English is a must.
• Austrian driving license B.
• Microsoft or competitor equivalent (e.g. AWS, Google, SAP) certification in relevant technologies (e.g. Azure, Microsoft 365, Dynamics 365).

Compensation and Work Arrangement

The salary for this role is starting from 81,700 euros per annum depending on experience.

In line with our Flexible Work approach, for roles at Microsoft Germany, Austria, and Switzerland, we recommend spending at least two days per week in the office or at the customer site.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Equal Opportunity Employer

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Key skills/competency

• Customer Success
• Account Management
• Relationship Management
• Cloud Solutions
• Microsoft Azure
• Microsoft 365
• Dynamics 365
• IT Service Management
• Manufacturing Industry
• Delivery Management