As a Customer Success Account Manager (CSAM), you are the delivery leader in our account team and a strategic partner to our customers. You are responsible for execution against our Customer Success Contracts and orchestration of cross-functional programs that deliver customer value and enable transformational customer outcomes. This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.
- Microsoft’s mission is to empower every person and every
organization on the planet to achieve more. As employees we come together
with a growth mindset, innovate to empower others, and collaborate to
realize our shared goals. Each day we build on our values of respect,
integrity, and accountability to create a culture of inclusion where
everyone can thrive at work and beyond.
Responsibilities
Customer Relationship Management
- Learns customer engagement role and
develops foundational relationships with key customer stakeholders (e.g.,
Information Technology Directors, Chief Technical Office [CTO], Chief
Innovation Officer [CIO], Line-of-Business leaders) and technical professionals
to enable quality solution delivery and health using partnership with
other account team leaders (e.g., Account Executive, Account Technology
Strategist) and with guidance from senior colleagues. Expands and ensures
customer and partner relationships beyond the current support contract
owners with a focus on the leading definition of business outcomes and how
to align consumption strategy to customer priorities.
- Gathers information on the business and
Information Technology objectives for customer organizations, identifies
customer needs, and creates a shared plan to supports outcomes that are
specific to the customer and common to the industry using partnerships
with other account team leaders. Captures and anticipates new customer
needs and outcomes identified during the delivery of support programs,
success engagements, and other projects. Ensures the customer is current
on technology and ready to move to cloud, enabling cloud adoption and
optimizing cloud solutions to manage change and continue to grow in the
cloud across all solution areas.
Account Planning
- Drives conversations with customers that
present the strategic alignment between the customer objectives and
support contract to set a long-term strategy for consumption aligned to
those priorities. Develops a program, identifies executive sponsors for a
contract, and prioritizes engagements to address strategic outcomes and
drive customer success. Challenges the customer, collaboration with other
account team leaders, by driving the case for change to drive solution and
operational health. Presents the strategic business and technical need for
change. Supports account planning and advocates for change internally to
help customers transform to modern digital approaches.
- Plans a portfolio of work (e.g., Support
programs, implementation projects, success engagements) to drive outcomes
aligned with customer’s prioritized solutions and workloads. Creates
opportunities for support contract renewals, partners with sellers lead to
upsell, and transition to Unified Support by aligning to local growth
goals across solution areas. Supports the efficiency targets of their
portfolio through the delivery of contracts and customer value, leverages
managed intellectual property (MIP), and enhances offerings in alignment
with compliance policies.
Opportunity and Pursuit
Management
- Captures, communicates, and brings
forward recommendations from customer insights to sellers in identifying
and producing opportunities (e.g., add-ons, cloud consumption, renewals).
Collaborates with internal teams and sellers to help identify growth opportunities
through account planning and delivery execution. Proactively seeks
opportunities to develop the value of support and expand offerings by
communicating the customer value to an internal audience. Directly enables
cloud consumption revenue through consumption planning.
Consumption and Delivery
Execution
- Takes ownership for team coordination and
connects identified opportunities, questions, and/or issues from customer
organizations. Leads complex internal Microsoft technical/sales teams or
partners to address (e.g., involving large number of teams, multi-technology),
using a breadth of technical knowledge to identify a broad set of internal
teams and ensure progress across solution areas. Identifies and mitigates
blockers to customer success goals.
- Leads and is accountable for the
direction of solution deliveries and secures resources to deliver on
customer obligations. Accelerates production level consumption through
delivery orchestration by driving solution and operational health for
prominent, challenging, and/or complex customer organizations (e.g.,
global, high-revenue generation, complex transformation, strategic
accounts) across the solution and support lifecycle. Is accountable for
the delivery of support for resolution of critical escalated issues by
leveraging Incident Managers and Support teams. Shares updates to the
customer and manages their expectations. Analyzes and leverages
support-related feedback across a practice area and recommends solutions
to drive continuous process improvement.
Technical Skilling
- Leverages intermediate technical
expertise to act as a technology advisor and visionary. Connects business
to technology. Speaks to necessary technology, solutions, and services for
specific customer scenarios. Contributes to forecasts of resource needs and
timing to help removes obstacles. Leverages experience as a practitioner
of technology across one cloud area from design through operations and
within another cloud workload/area to lead program governance and
execution oversight. Leverages experience leading large, multi-stream
technology projects from design to production to help anticipate changes
that could affect key projects.
Qualifications
Required/
Minimum qualifications:
- Bachelor’s Degree in Engineering,
Information Technology, Business, or related field AND 6+ years solution
delivery, practice management, customer-facing consulting, or portfolio
management experience
- OR Master’s Degree in Engineering,
Information Technology, Business, or related field AND 4+ years solution
delivery, practice management, customer-facing consulting, or portfolio
management experience
- OR equivalent experience.
Additional Or Preferred
Qualifications
- Bachelor’s Degree in Engineering,
Information Technology, Business,
- OR related field AND 12+ years solution
delivery, practice management, customer-facing consulting,
- OR portfolio management experience
- OR Master’s Degree in Engineering,
Information Technology, Business, or related field AND 10+ years 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.
How To Apply
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