Responsable de la réussite client/ Customer Success Account Manager
About The Position
We are looking for a highly motivated and passionate Customer Success Account Manager (CSAM) to drive program management for strategic customers that have a global, complex, cross-cloud digital footprint. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/Minimum Viable Product to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success. The Customer Success Account Manager builds and executes shared plans with customers. The CSAM will manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. The CSAM will enable customers to use their benefits effectively and will provide direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. The CSAM will set priorities for Microsoft to contribute to the customer’s success in those areas and will plan the delivery of services to achieve success criteria for top priority solutions and workloads. Lastly, the CSAM will provide direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads and will develop and execute technical skilling plan to build technical expertise aligned with customer and business priorities. Microsoft’s 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.
Requirements
- Bachelor'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 Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- Relevant Microsoft or equivalent cloud certifications (e.g., Azure, Microsoft 365, AWS), with preferred credentials in ITIL (service management), project management (PMI or equivalent), and change management (Prosci or equivalent).
- Strong executive presence and communication skills, with proven ability to lead cross‑functional teams across Microsoft, partner, and customer organizations in complex customer environments.
- Demonstrated expertise in program and portfolio management, cross‑group collaboration, resource orchestration, and execution of cross‑cloud consumption plans to ensure customer operational health and outcomes.
- Solid understanding of cloud and hybrid infrastructures, architecture, and migrations, with the ability to build trusted relationships with senior customer executives and leverage partner ecosystems to drive adoption, retention and growth.
Nice To Haves
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ 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 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- 3+ years relevant work experience within customer industry
Responsibilities
- Develop and coach on engagement strategies for customers, partners, and internal stakeholders.
- Establish and enhance relationships with key stakeholders (internal and external) to ensure successful solution delivery.
- Expand relationships beyond current contracts by aligning Microsoft strategies with customer priorities.
- Strive to achieve “Trusted Advisor” status with key customer executives.
- Align Microsoft solutions with customer needs, leveraging expertise in Azure, Modern Work, Dynamics, and industry knowledge.
- Identify and address complex customer scenarios by collaborating with technical specialists.
- Drive Microsoft's position in the customer's cloud technology marketplace.
- Demonstrate alignment between customer objectives and Microsoft's portfolio.
- Promote organizational and customer success strategies.
- Lead program planning, prioritization, and management to address customer outcomes.
- Proactively identify and mitigate customer blockers, leveraging Microsoft solutions and services.
- Proactively surface value, which in turn will lead to a high retention rate on customer renewals.
- Identify opportunities for growth and adoption, aligning Microsoft offerings with customer objectives.
- Embody our Culture and Values
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
