Lead Customer Success Account Manager IC5
Microsoft · Germany
- Hybrid
- Full-time
- $120,000 / year
- Germany
Job highlights
- Manage strategic enterprise accounts in Automotive.
- Drive customer value with Microsoft cloud platforms.
- Orchestrate post-sales delivery and support.
- Develop customer relationships and success plans.
- Focus on adoption, retention, and churn reduction.
About the role
Lead Customer Success Account Manager
Overview
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 a tech-savvy, cloud-loving individual with a passion for Cloud and IT Service Management? Do you want to be the key person helping our strategic enterprise customers maximize their use of Microsoft products and services? Do you get energized by enabling customers to achieve their strategic and transformational cloud projects?
This role is aligned with strategic, high-value Automotive customers, supporting complex enterprise accounts with significant scale, visibility, and executive engagement. As a CSAM, you are the primary delivery lead and partner for our most strategic customers, empowering them to achieve more by accelerating their value realization across Microsoft's Digital Cloud platforms. Leveraging your technical expertise, business acumen, and industry perspectives, you will be responsible for 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 an impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities, and deepen your cloud and industry expertise. This role offers flexibility, with the option to work from home up to 25%-50%.
In line with our Flexible Work approach, for roles at Microsoft Germany, we recommend spending at least two days per week in the office or at the customer site.
Responsibilities
- 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 leaders and guidance from experienced colleagues.
- Customer Success Leadership and Customer Strategy and Growth: Listen to customer conversations and align objectives with the current Microsoft portfolio of work in the customer account. 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, ensuring alignment of Microsoft technology and services with customer goals and objectives. Meet consumption milestones as you track adoption and usage of Microsoft products and services, work with customers to identify areas for adoption improvement, and take action to drive usage. Develop and leverage an understanding of retention and churn in your customer portfolio to begin identifying potential opportunities where retention may become an issue.
Qualifications
Required Qualifications (RQs)
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or related field AND several years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
- OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND several years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
- OR equivalent experience.
Preferred Qualifications (PQs)
- Several years of relevant work experience within the Automotive industry or Manufacturing.
- Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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 Management
- Account Management
- Cloud Platforms (Azure, Microsoft 365)
- IT Service Management
- Enterprise Account Management
- Solution Delivery
- Program Management
- Relationship Management
- Customer Strategy
- Technical Expertise
Skills & topics
- Customer Success
- Account Management
- Cloud
- Azure
- Microsoft 365
- IT Service Management
- Enterprise Sales
- Customer Relationship Management
- Solution Delivery
- Program Management
- Automotive Industry
- Lead
- IC5
How to get hired
- Tailor your resume: Highlight experience in customer success, solution delivery, and account management, specifically mentioning automotive or manufacturing industries if applicable.
- Showcase cloud expertise: Emphasize certifications in Microsoft Azure or Microsoft 365, and demonstrate your understanding of IT Service Management.
- Quantify achievements: Use data to illustrate your success in driving customer value, adoption, retention, and managing complex enterprise accounts.
- Prepare for interviews: Be ready to discuss your approach to customer relationship management, strategic account planning, and problem-solving complex technical and business challenges.
- Understand Microsoft's culture: Research Microsoft's mission, values, and the CE&S organization's focus on customer outcomes and digital transformation.
Technical preparation
Behavioral questions
Frequently asked questions
- What are the key responsibilities of a Lead Customer Success Account Manager at Microsoft?
- The Lead Customer Success Account Manager (CSAM) at Microsoft is responsible for managing strategic, high-value enterprise accounts, primarily in the Automotive sector. This involves orchestrating end-to-end post-sales delivery and support, driving customer value realization from Microsoft's Digital Cloud platforms, managing customer relationships, developing customer success plans, and focusing on product adoption and retention.
- What qualifications are required for the Lead Customer Success Account Manager role at Microsoft?
- Required qualifications include a Bachelor's or Master's degree in a relevant field (Business, Sociology, Psychology, Computer Science) or equivalent experience, along with several years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.
- Are there preferred qualifications for this role at Microsoft?
- Yes, preferred qualifications include several years of relevant work experience within the Automotive industry or Manufacturing, and relevant Microsoft or competitor certifications (e.g., Azure, Microsoft 365).
- What is the work arrangement for the Lead Customer Success Account Manager position at Microsoft?
- This role offers a hybrid work arrangement, allowing employees to work from home up to 25%-50% of the time. For roles in Microsoft Germany, there's a recommendation to spend at least two days per week in the office or at the customer site.
- How can I demonstrate my cloud expertise for the Lead Customer Success Account Manager role at Microsoft?
- You can demonstrate cloud expertise by highlighting relevant certifications such as Azure or Microsoft 365. Furthermore, showcase your experience in managing and delivering solutions on cloud platforms and your understanding of IT Service Management principles.
- What does 'accelerating business value' mean in the context of this Microsoft role?
- Accelerating business value means ensuring that customers achieve their desired business outcomes faster by effectively leveraging Microsoft's products and services. The CSAM plays a crucial role in guiding customers to realize the full potential of their technology investments, leading to quicker returns and strategic advantages.
- How important is industry experience for this Lead Customer Success Account Manager position?
- Industry experience, particularly within the Automotive or Manufacturing sectors, is considered a preferred qualification. This experience is valuable as it allows the CSAM to better understand the unique challenges and opportunities within those industries, enabling more tailored and effective customer strategies.
- What is the application process for jobs at Microsoft like?
- The application process typically involves submitting your resume and cover letter, followed by one or more interviews. Microsoft emphasizes a structured interview process that often includes behavioral questions to assess your experience and fit with the company culture. For this specific role, demonstrating your customer success and technical acumen will be key.