Customer Success Account Manager

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence and nurture long-term loyalty.

Are you the tech-savvy cloud-loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieve the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

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 an impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities, and deepen your cloud and industry expertise.

This role is flexible in that you can work up to 50% from home.

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: 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: Listen to conversations with customers and align objectives with the current Microsoft portfolio of work in the customer account.
• Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
• 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.
• Initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopt the organizational and customer success strategy and ensure alignment of Microsoft technology and services with customer goals and objectives.
• Meet consumption milestones by tracking adoption and usage of Microsoft products and services, working with customers to identify areas for improvement, and taking action to drive usage while developing and leveraging an understanding of retention and churn in their customer portfolio to identify potential opportunities where retention may become an issue.

Qualifications

Required Qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years of 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 3+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience

Preferred Qualifications:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years of 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 6+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience
• 3+ years of relevant work experience within the 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
• Proficiency in Thai is a plus because the role will need to support the Thailand Market

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.