Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
Customer Success : Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.
To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together.
We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation.
Together we make a difference.
As a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through delivery management of cross-functional programs and strong customer and internal stakeholder relationships.
The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies.
You are front and center with our customers in support of their digital journey and empowering them to achieve more and accelerating customer value.
The CSAM role is a leader on the account team who partners with the ATU to programmatically align the consumption plan to the account plan and leads the delivery execution and support team.
The CSAM orchestrates prioritized programs, projects, and milestones for customer business value realization and consumption.
Key Accountabilities include : Partner with your customer and Account Team
Accountable for the Consumption plan
Ensures prioritized Success Engagements progress from Validate through Commit with a Program Delivery plan and up-to-date milestones.
Engages Customer Sponsors
and manage the communication & escalation strategies with customer stakeholders.
Leverages technology knowledge
Accountable for Delivery Orchestration & Support Outcomes that support Solution and Operational Health outcomes
We are looking for a highly motivated and passionate Customer Success Account Manager to drive program management for strategic customers that have a significant number of key cross-cloud workload engagements running concurrently.
As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot / MVP to production for customer cloud engagements.
This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.
Experience : 5+ years of success in complex technical engagement management and / or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software / services solution preferred.
Leadership : This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations.
The CSAM must show leadership in teams comprised of Microsoft, Partner and Customer resources who may be engaged in the delivery of complex solutions for overall customer success.
Relationship Building : Proven track record of building relationships with senior customer executives in large or highly strategic accounts.
Experience in managing various stakeholder relationships to get consensus on solutions / engagements required.
Program Management : Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
The CSAM will be accountable for the development and execution of a cross-cloud consumption plan, and operational health of the customer solutions deployed today and in the future.
Collaboration and Communication : Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators Data Scientist, and BDMs).
Technical Acumen :
oProject Management : ACP, PMI, or equivalent Project Management certification
oProsci or equivalent Change Management certification
oInformation Technology Infrastructure Library (ITIL) Foundation certification
oTechnologies : Cloud, mobile, web application development, cloud-native application architecture
oMicrosoft certification in relevant technologies Azure, M365)