Overview
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.
As a Customer Success Account Manager, you will be the trusted advisor and orchestration lead for top strategic** customers’** post‑sales journey. You own the customer success plan, align Microsoft resources to customer priorities, and drive adoption and value realization across Microsoft Cloud solutions. This role allows you to deepen your business acumen, expand your technical and industry expertise, deepen your delivery management skills and build strong executive relationships while influencing long‑term customer success and growth.
Are you the tech-savvy cloud loving person that has Cloud and IT Service Management blood running in your veins? Do you want to be that key person that helps our strategic customers achieving 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 CSAM, you are the primary delivery lead and a partner for your 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.
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
Relationship Management: As co-leading account manager, you will support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other Microsoft and partner account team leaders.
Customer Success leadership: You will own the creation of the Customer Success Plans based on customer priorities and develop bookable programs of work to guarantee KPI attainment. You will meet project milestones, track adoption and usage of Microsoft products and services, work with customers to identify areas where adoption could be improved and take action to drive usage, while you perform a proactively retention and churn management.
Customer Strategy and Growth: You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. You will adopt the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
Delivery and program Management: You will lead the delivery of program planning and customer-facing program reviews, prioritization of engagements, and coverage of key stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
Customer Health & Satisfaction: You proactively monitor the health and satisfaction of your customers’ workloads and support the ticket escalation management.
You will serve as the Consumption and Usage Manager and, among other duties, will be responsible meeting 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
Understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.
Qualifications
Required Qualifications
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor'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.
Preferred Qualifications
- Experience working as customer success manager or similar role in customer success.
- A proactive individual with a strong “can-do” attitude and an innovative, out-of-the-box approach to problem-solving.
- Experience in Cloud & AI technology
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**