Technical Customer Success Account Manager
Microsoft · Posted Oct 8
Software, cloud computing, artificial intelligence, and hardware services
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About the role
The Customer Experience & Success (CE&S) organization at Microsoft, with over 17,000 employees worldwide, works to empower customers to accelerate business value through differentiated customer experiences built on Microsoft's products and services. This Customer Success Account Manager role in Gurgaon is the primary delivery lead for strategic enterprise customers across Microsoft's Digital Cloud platforms, spanning Azure, M365, Security, and Data & AI. The role owns end-to-end post-sales delivery orchestration across the Microsoft and partner ecosystem, including customer relationship management, adoption and consumption of cloud services, and program governance.
What you will do
- As a Customer Success Account Manager (CSAM), 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.
- 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 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 serve as the Consumption and Usage Manager and, among other duties, will be responsible meeting 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
- 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 with 10+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management
- Master’s Degree in a related field and 8+ years of relevant experience
- Minimum 5+ years of relevant work experience within the customer’s industry.
- Proven track record leading complex technology programs with enterprise customers.
- Strong understanding of Microsoft Cloud solutions (Azure, M365, Security, Data & AI) or equivalent cloud platforms (e.g., AWS, Google Cloud).
- Demonstrated experience in project or program management, service delivery, and stakeholder engagement.
- Excellent executive communication and relationship management skills, with the ability to influence and build trust across business and technical audiences.
Preferred qualifications
- Microsoft or equivalent certifications in relevant technologies (e.g., Azure, Microsoft 365, AWS).
- Experience working in or with large enterprise organizations across industries.
- Background in consulting or professional services delivery.
- Experience operating in a matrixed, fast-paced, and global environment.
Benefits and support
- Compensation and benefits are detailed in the job posting
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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