Customer Success Account Manager (CSAM)

Microsoft

Oct 18, 2024

Applications are closed

Job
Full-time
Senior & Expert Level
Customer Relations
IT & Cybersecurity
Toronto

Requirements

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years 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 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience.
Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years 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 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience.
Microsoft or competitor equivalent 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.
Prosci or equivalent certification.

Responsibilities

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders.
Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities.
Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels.
Initiates the gathering of information on the business and Information Technology objectives for customer organizations using partnerships with other account team leaders to identify customer priorities. Partners with Account Team to create a customer success plan and contribute to the shared customer account plan in support of customer objectives specific to the customer's business transformation programs and common to their industry.
Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities.
Leverages broad foundational industry and technical expertise to enable customer success.
Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions.
Strengthens Microsoft's position in the customers' cloud technology marketplace against competitors.
Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers.
Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages Microsoft delivery management methodologies, processes, and tools to manage and improve customer operational health. Proactively identifies and mitigates customer blockers by leveraging Microsoft solutions and services, and develops deliverable programs of work.
Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
Proactively identifies, monitors, and mitigates actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, associated issues, and to ensure delivery on Customer Success Plans (CSPs). Holds accountability for identified consumption milestones and their completion. Partners with customers to proactively identify opportunities for growth, optimize usage, and drive adoption. Partners with customers to understand their business objectives, identify opportunities where Microsoft offerings can help achieve those objectives, and aligns Microsoft products and services to agreed-upon customer outcomes and account priorities. Leverages an understanding of the customer's needs and business objectives to identify opportunities where Microsoft can provide added value to maximize retention and minimize churn.
Embody our culture and values.

FAQs

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

The CSAM is the primary delivery lead for strategic customers, responsible for empowering them to achieve their business objectives by accelerating value realization across Microsoft’s Digital Cloud platforms.

What are the key responsibilities of a CSAM?

Key responsibilities include customer relationship management, technical relevance, customer success leadership, orchestrating delivery resources, and identifying opportunities for growth while ensuring alignment with customer objectives.

What qualifications are required for this role?

A Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or a related field plus 6+ years of relevant experience, or a Master's Degree with 4+ years of experience, or equivalent experience.

Are there additional preferred qualifications for the CSAM position?

Yes, additional preferred qualifications include a Bachelor's or Master's Degree with more extensive years of experience (12+ and 10+ years respectively), relevant technology certifications (e.g., Azure, 365), and various project management or service management certifications.

What does Microsoft look for in a candidate's experience?

Candidates should have experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.

Is there a specific certification mentioned that is beneficial for this role?

Yes, certifications such as Microsoft or competitor equivalent in relevant technologies, ITIL Foundation, Project Management Institute (PMI), and Prosci or equivalent certification are beneficial.

What is the typical base pay range for the CSAM role in Canada?

The typical base pay range for this role across Canada is CAD $121,800 - CAD $219,100 per year.

Does Microsoft support remote work for this position?

Yes, Microsoft supports remote work but in a hybrid format.

What values does Microsoft emphasize in its workplace culture?

Microsoft emphasizes respect, integrity, accountability, and a culture of inclusion where everyone can thrive.

Until when will Microsoft accept applications for this CSAM role?

Microsoft will accept applications for the role until October 24, 2024.

What type of growth mindset is expected from employees at Microsoft?

Employees are expected to come together with a growth mindset, innovate to empower others, and collaborate to achieve shared goals.

How does a CSAM contribute to customer success?

A CSAM contributes by mapping Microsoft solutions to customer needs, aligning resources, identifying opportunities for growth, optimizing usage, and mitigating potential blockers.

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.