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Customer Success Account Manager

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Microsoft

1mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Liverpool
    Remote

AI generated summary

  • You need fluency in English and another language, a relevant degree or equivalent experience, industry experience, certifications in Microsoft tech, ITIL, PMI, and Proscii.
  • You will manage customer relationships, align objectives with Microsoft solutions, support program delivery, track engagement milestones, and identify opportunities for driving adoption and retention.

Requirements

  • Fluent in English and preferably one other language.
  • Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience
  • Relevant work experience within customer industry
  • Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
  • Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
  • Project Management Institute (PMI) or equivalent Project Management certification
  • Proscii or equivalent certification

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 listen to conversations with customers and begins to align objectives with the current Microsoft portfolio of work in the customer account.
  • You will align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
  • 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 and account priorities to deliver ongoing customer success.
  • You will initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopts the organizational and customer success strategy and ensure you align Microsoft technology and services with the customer goals and objectives.
  • 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

Do we support remote work?

Yes, this position is flexible and allows you to work up to 100% from home.

What qualifications are required for the Customer Success Account Manager role?

A Bachelor's or Master's Degree in Business, Sociology, Psychology, Computer Science, or a related field, along with experience in customer success, solution delivery, or project management, is required. Equivalent experience will also be considered.

Is there a specific industry experience required for this role?

Relevant work experience within the customer industry is preferred.

Are there any certifications required for this position?

Yes, certifications in relevant technologies such as Microsoft Azure or 365, ITIL Foundation, Project Management Institute (PMI), or equivalent certifications are preferred.

Is fluency in multiple languages beneficial for this role?

Yes, fluency in English and preferably one other language is required.

What is the primary responsibility of a Customer Success Account Manager?

The primary responsibility is to empower strategic enterprise customers by managing post-sales delivery and support orchestration across Microsoft's Digital Cloud platforms to help them achieve their business outcomes.

How does this role contribute to customer success?

This role connects customer objectives with Microsoft’s offerings, tracks usage, identifies areas for improvement, and ensures alignment with Customer Success Plans.

What type of customer interactions can you expect in this role?

You will initiate conversations with customers to align their goals with Microsoft technology and engage with key technical stakeholders to drive program delivery and customer success.

What kind of growth opportunities does this position offer?

This role provides an opportunity to accelerate career growth, leverage delivery management capabilities, and deepen cloud and industry expertise.

Is Microsoft an equal opportunity employer?

Yes, Microsoft is an equal opportunity employer and considers all qualified applicants without regard to various protected characteristics.

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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.