Customer Success Account Manager at Microsoft

• 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. 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

• 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.

Qualifications

Required/minimum qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ 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 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience

Additional Or Preferred Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ 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 10+ 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