Customer Success Account Manager (CSAM)

Overview

It has never been a more exciting time to join Microsoft as a Customer Success Account Manager (CSAM). The CSAM is a primary customer relationship role in the Microsoft team supporting our customers on their journey to the Cloud. We are seeking an experienced and motivated person to be the next CSAM in our expanding Retail team, where we empower our customers to deliver world class solutions to retailers across Australia in using the best Microsoft has to offer.

The priority for the CSAM is managing the customers successful support experience and assisting them adopt and use Microsoft cloud technologies. As a CSAM you will recognise opportunities to improve your customers experience and help solve their problems utilising Microsoft solutions.

CSAMs are responsible for driving the quality delivery of proactive services within the support contract, while partnering with their Reactive Support Managers to understand customer health trends and supporting Reactive Support Management's lead during Strategic Escalations.

In addition to owning the support engagement the CSAM takes a lead role in prioritized Cloud Success programs, working to bring the best of One Microsoft to support customers digital transformation and journey to the cloud.

This role will be based in Melbourne, Australia. Minor travel will be expected in the role.

About You

• Strong relationship management skills are essential as the CSAM role requires orchestration across multiple internal teams to drive the best outcomes across a range of customer.
• You can understand and identify high level strategic business requirements whilst keeping across daily operational obligations to ensure all customers achieve value from their Microsoft investment,
• Ability to accelerate time to value by managing resources, influencing direction and escalating technical blockers, following through until resolved or workaround is implemented.
• A Growth Mindset approach to learning and stretching yourself outside your comfort zone, with an interest in expanding your technical and project delivery knowledge.
• Innovation is a core focus area at Microsoft, and the CSAM role is no exception, utilising relationship, technical, and customer knowledge to develop innovative solutions to our customer.

Responsibilities

• Driving customer cloud adoption and customer success is the prevailing business priority
• Working with the customer to create and deliver a program of proactive support services to enhance their experience on the Microsoft platform and assist their journey to the cloud.
• Partnering with the core account team to contribute to the strategic account plan and bring technical, industry and customer specific insights to create customer value though accelerating cloud usage
• Creating customer value by accelerating cloud consumption/usage, supportability and ensuring the health and resiliency of the customers environment
• Improving the customer experience with technical intensity and actioning customer feedback
• Orchestrating collaboration across the other parts of the Microsoft business to drive better customer outcomes delivering on the One Microsoft advantage

Qualifications

We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive program management for accounts:that have a significant number of key cross cloud workload engagements running concurrently. As the CSAM you will drive acceleration of cloud adoption from Pilot/MVP to production for customers’ cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.

• Experience – This is a senior role in the team. 10+years of success in complex technical engagement management and/or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred.
• Leadership - This role requires strong communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM must show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.
• Relationship Building - Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
• Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.
• Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators and Data Scientist).
• Technical - Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred. Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs preferred.
• Education - Bachelor’s degree or equivalent work experience. Preferred:: 15 years of Success in a Software or IT industry in complex technical engagement or key management roles

Additional information

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.