Customer Success Account Manager

Job Description

OverviewWith 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 Microsofts 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 innovation solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty.As a 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 PERCENT from home.Microsofts 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.Qualifications

• Bachelors 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 the 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 take 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.

LocationsMultiple Locations, China

Keyskills :
customer success management solution delivery planning technical expertise relationship building program management practice management delivery management delivery lead