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Customer Success Account Manager

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Microsoft

25d ago

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

AI generated summary

  • You need a degree in a relevant field or equivalent experience, several years in customer success within tech, and a certification in Microsoft or competitor technologies.
  • You will manage customer relationships, align strategies with customer goals, drive program delivery, track product usage, and identify opportunities to improve adoption and retention.

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 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 is responsible for empowering strategic enterprise customers to achieve their business outcomes by leveraging Microsoft’s products and services, managing post-sales delivery, and addressing customer needs through technical expertise and business acumen.

What are the primary responsibilities of a CSAM?

A CSAM's responsibilities include customer relationship management, leadership in customer success, aligning customer goals with Microsoft solutions, program planning and delivery, and tracking adoption and consumption of Microsoft products and services.

What qualifications are required for this position?

Candidates should have a Bachelor's Degree in fields such as Business, Sociology, Psychology, or Computer Science, along with multiple years of relevant work experience in customer success, solution delivery, or consulting. Microsoft or equivalent certifications in relevant technologies are also required.

What is Microsoft’s stance on diversity and inclusion?

Microsoft is an equal opportunity employer and values diversity. They provide consideration for employment without regard to any characteristics protected by applicable laws, ensuring an inclusive culture where everyone can thrive.

Can I work from home in this role?

Yes, this role offers flexibility allowing you to work from home up to 50%-75% of the time.

How does this role contribute to customer success?

The CSAM plays a critical role in connecting customer objectives with Microsoft services, leading customer strategy discussions, and ensuring successful program delivery to help customers realize the full value of their Microsoft investments.

Is prior experience in IT essential for this role?

While a background in IT and technology is highly beneficial, relevant experience in customer success or related fields can also meet the qualifications needed for the position.

What key skills are important for a CSAM?

Important skills include technical expertise in cloud technologies, strong communication abilities, relationship management, analytical skills to track consumption and adoption, and the capacity to understand and address customer needs effectively.

Are there any opportunities for career growth in this position?

Yes, this role provides opportunities for accelerated career growth by allowing individuals to leverage delivery management capabilities and deepen their expertise in cloud and industry operations.

How does Microsoft measure customer success in this role?

Customer success is measured by tracking the adoption and usage of Microsoft products and services, achieving consumption milestones, improving customer retention, and identifying opportunities to enhance customer engagement and satisfaction.

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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.