Customer Success Account Manager

About the Role

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.

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 more strategic enterprise 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?

As a CSAM (Customer Success Account Manager), you are the primary delivery lead and a partner for our more strategic 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! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

Responsibilities

• Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models.
• Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners).
• Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities.
• Understands, identifies, and aligns Microsoft solutions, and technical capabilities.
• Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
• Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback.

Customer Relationship Management

• Support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team members.
• Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.

Customer Success leadership - Delivery and Program Management

• Support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account.
• Adopt the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
• Meet consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and takes action to drive usage while you develop and leverage an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.

Technical Relevance

• Understand, identify, and align Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
• Leverage broad foundational industry and technical expertise to enable customer success.
• Identify complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions.
• Strengthen Microsoft's position in the customers' cloud technology marketplace against competitors.
• Leverage understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

Key skills/competency

• Customer Success
• Account Management
• Cloud Platforms
• IT Service Management
• Stakeholder Engagement
• Program Management
• Technical Expertise
• Business Acumen
• Digital Transformation
• Microsoft Azure