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Customer Success Account Manager

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Microsoft

2mo ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Berlin

AI generated summary

  • You need a Bachelor's in a relevant field, multiple years in customer success/tech, and Microsoft or competitor certification in technologies like Azure or 365.
  • You will manage customer relationships, align Microsoft solutions with customer goals, support program delivery, and drive product adoption while monitoring retention and churn for growth opportunities.

Requirements

  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND multiple years of work or internship experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management
  • OR equivalent experience
  • Multiple years of relevant work experience within tech industry
  • Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)

Responsibilities

  • Customer Relationship Management: You will 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: You will 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 you align Microsoft technology and services with the customer goals and objectives.
  • You will align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work to fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.
  • Customer Success leadership - Delivery and program Management: You will 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 to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization.
  • You will meet consumption and usage 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 an understanding of retention and churn in their customer portfolio to begin identifying potential opportunities where retention may become an issue.

FAQs

What is the role of a Customer Success Account Manager (CSAM) at Microsoft?

The CSAM serves as the primary delivery lead and partner for strategic customers, focusing on enabling them to achieve business outcomes faster through the effective use of Microsoft products and services.

What are the main responsibilities of a CSAM?

A CSAM is responsible for customer relationship management, customer success leadership, aligning customer goals with Microsoft technology, program management, and driving usage and adoption of Microsoft products and services.

What qualifications are required for the CSAM position?

Candidates should have a Bachelor's Degree in a related field and multiple years of relevant work experience in customer success, solution delivery, or consulting, along with relevant technology certifications such as Microsoft Azure or Office 365.

Is prior experience in the tech industry necessary for the CSAM role?

Yes, multiple years of relevant work experience within the tech industry are required for the role.

Are there opportunities for career growth as a CSAM at Microsoft?

Yes, this role provides opportunities for career growth through the development of delivery management capabilities and deepening cloud and industry expertise.

What is the work environment like for a CSAM at Microsoft?

The CSAM role offers a flexible work environment, allowing for up to 50%-75% remote work.

Does Microsoft value diversity and inclusion in the workplace?

Yes, Microsoft is committed to creating a culture of inclusion where everyone can thrive, adhering to values of respect, integrity, and accountability.

What type of customers will a CSAM work with?

CSAMs will work with more strategic enterprise customers to help them leverage Microsoft products and services effectively.

Is certification in Microsoft or competitor technologies necessary for this role?

Yes, having certification in relevant technologies such as Azure or Office 365 is preferred for the position.

What kind of support does Microsoft provide for employees with disabilities during the application process?

Microsoft provides assistance and reasonable accommodations for candidates with disabilities during the application process.

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Microsoft

Technology
Industry
10,001+
Employees
1975
Founded Year

Mission & Purpose

Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting in differences. When we show up, we achieve more together. Microsoft operates in 190 countries and is made up of more than 220,000 passionate employees worldwide.