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.
Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do.
In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
Customer Success Unit at 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.
The Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer 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 supporting their digital journey and empowering them to achieve more!
Customer Relationship Management
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.
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.
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.
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
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
Leads complex internal Microsoft technical / sales teams or partners to address 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.
Accelerates production level consumption through delivery orchestration by driving solution and operational health for prominent, challenging, and / or complex customer organizations 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.
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.
Embody our and values
Required / Minimum Qualifications
Additional or Preferred Qualifications