Customer Success Account Mgmt IC3

Microsoft•,

2d•$86,100 - $222,600•Hybrid

About The Position

Microsoft is hiring Customer Success Account Managers to join teams across business groups and serve customers of varying sizes in enterprise, regulated, and partner services organizations. The CSAM is a delivery leader on the account team and a strategic customer partner, responsible for executing Customer Success Contracts and orchestrating cross-functional programs that deliver customer value and transformational outcomes. The role supports customers across the United States, including locations beyond the posting location, and allows work from home up to 50%. Travel varies by role. The CSAM develops customer relationships and shared outcome plans, aligns support contracts and consumption strategies with customer priorities, and coordinates a portfolio of support programs, implementation projects, and success engagements. The role identifies opportunities for renewals and growth, leads delivery across internal teams and partners, manages escalations and customer expectations, and applies technical expertise to advise customers and oversee cloud and technology programs.

Requirements

Bachelor’s degree in Business, Sociology, Psychology, Computer Science, or a related field and at least 2 years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, or equivalent experience.
Authorization to work in the United States without current or future employer visa sponsorship.

Nice To Haves

Bachelor’s degree in a related field and at least 8 years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; or a master’s degree in a related field and at least 6 years of such experience; or equivalent experience.
At least 3 years of relevant customer success experience in the technology industry.
Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
Project Management Institute (PMI) certification or equivalent project management certification.
Prosci certification or equivalent.

Responsibilities

Develop foundational relationships with customer stakeholders and technical professionals, expanding relationships beyond current support contract owners in partnership with account team leaders.
Gather information about customers’ business and IT objectives, identify needs, and create shared plans that support customer-specific and industry outcomes.
Anticipate new customer needs and help customers stay current on technology, prepare for cloud adoption, and optimize cloud solutions.
Lead conversations aligning customer objectives with support contracts, develop long-term consumption strategies, identify executive sponsors, and prioritize engagements.
Challenge customers and collaborate with account team leaders to build the case for change, improve solution and operational health, and support digital transformation.
Plan a portfolio of support programs, implementation projects, and success engagements aligned with customer priorities and workloads.
Create opportunities for contract renewals, upsells, and transitions to Unified Support; support portfolio efficiency and customer value while using managed intellectual property in accordance with compliance policies.
Communicate customer insights and recommendations to sellers and internal teams to identify growth opportunities, expand support offerings, and enable cloud consumption revenue.
Coordinate internal Microsoft teams and partners to address customer opportunities, questions, and issues, and mitigate blockers to customer success.
Direct solution delivery, secure resources for customer obligations, and orchestrate production-level consumption and solution health across complex customer organizations.
Oversee support for critical escalated issues through Incident Managers and Support teams, update customers, and manage expectations.
Analyze support-related feedback and recommend continuous process improvements.
Use technical expertise to advise customers, connect business needs to technology, contribute to resource forecasts, and oversee program governance and execution across cloud workloads and large technology projects.
Embody Microsoft’s culture and values.