Customer Success Account Manager
Microsoft · Posted Oct 1
Software, cloud computing, artificial intelligence, and hardware services
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About the role
The Customer Success Unit at Microsoft partners with strategic enterprise customers to accelerate their value realization across Microsoft's Digital Cloud platforms. As a Customer Success Account Manager (CSAM), you are the primary delivery lead and partner for these customers, orchestrating end-to-end post-sales delivery and support across the Microsoft and Partner ecosystem. The role aligns Microsoft technology and services with customer business outcomes, tracking adoption, usage and consumption milestones.
What you will do
- Customer Relationship Management: You will 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 with guidance from more experienced colleagues.
- Customer Success Leadership and Customer Strategy and Growth: You will listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.
- You will 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: You will 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.
- You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopts the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
- You will 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.
Skills used in this role
What the employer is looking for
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 9+ years 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 9+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR equivalent experience
- 5+ years relevant work experience within customer industry
- Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
- Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
- Project Management Institute (PMI) or equivalent Project Management certification
- Prosci or equivalent certification
Benefits and support
- This role is flexible in that you can work up to (25%) from home.
About Microsoft
Microsoft Corporation is a multinational technology company that develops, licenses, and supports a wide range of software products, services, and hardware devices. Best known for its Windows operating systems, Microsoft 365 productivity suite, and Xbox gaming consoles, the company has expanded heavily into enterprise cloud computing via Azure and advanced artificial intelligence solutions. As one of the world's most valuable public enterprises, it empowers individuals and businesses globally through innovative digital transformation.
- Industry
- Software
- Company size
- 228,000+ employees
- Founded
- April 4, 1975
- Location
- Redmond, Washington, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Vice Chair and President
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