Customer Success Account Manager

2 weeks ago

Melbourne, Victoria, Australia Microsoft Full time

Customer Success:

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.

To this end, Microsoft invests in a dedicated Customer Success Unit team that helps customers bring together Microsoft's world class technologies and skills, to accelerate our customers' ambitions for growth, innovation, and community.

We are always learning and insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas because we are better together.

We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more, and achieve more, through our technology and innovation.


As a leader at Microsoft, we want you to bring your own strengths to model, coach, and care for our people, and help reinforce our culture, by creating an environment where everyone can do their best work.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more.

Our culture is centred on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Responsibilities:


As a people manager of Customer Success Account Managers (CSAMs), you will lead a high-performing team of customer facing professionals, that create value through an easy and connected service experience, and fostering durable customer relationships, built on trust and industry context.

This team is experienced in cloud adoption, program delivery management practices, Support and technology trends, across our Public Sector Industry Portfolios.

This is an exciting role fuelled by fast-paced industry trends and technology enabled customer delivery success.

Your many years of experience delivering technology programs, and industry knowledge, will help guide your team to plan and orchestrate the execution of complex success engagements.

You will help customers adopt technology strategies, and execute digital transformation programs, that realise their business objectives.


Partnering with teams across Microsoft, and the Partner channel, you will maintain effective governance, and share best practices to optimize operational excellence, solve complex blockers, and improve customer health and system uptime.

The CSAM-M serves as the primary leadership point of accountability and/or escalation for their portfolio of customers.

The CSAM-M is responsible for driving customer satisfaction, effective use of Microsoft's cloud platforms, enable service readiness, and fulfilling our Support service and contractual obligations.


This team resides across Australia, with the majority of customers and team members located in the Southern States of Victoria, Tasmania, South Australia and WA, which will require some interstate travel.


Key Specific responsibilities include:

***
Customer Relationship Management:
  • Create and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
  • Develop Practice strategy aligned with business and IT objectives, priorities, and strategies of Customers.

Account Planning:

  • Bring Customer and industry insights to the Account Planning rhythm for strategic Customers
  • Support and coach CSAMs to collaborate with Account Teams in developing Customer Account Plans that align the vision for Microsoft's offerings with Customer objectives and strategies.
  • Develop and support CSAMs in portfolio prioritization and planning of Customer engagements to achieve Customer objectives and value.

Opportunity and Pursuit Management:

  • Instil a team culture of identifying and sharing Customer insights and opportunities with the broader Account Team.
  • Drive partnership with internal Account Teams to identify, create, and support the pursuit of growth opportunities across the Practice.

Consumption and Delivery Execution:

  • Oversee CSAMs in effective delivery against their portfolio of prioritized solutions and workloads to drive Customer value realization and Microsoft cloud consumption.
  • Anticipate, identify, and mitigate blockers to Customer success goals and partners with internal and external stakeholders to accelerate Customer value realization and Customer satisfaction.

Staffing and Skilling:

  • Hire, onboard, develop and manage a diverse and inclusive team of Customer Success Account Managers; lead and motivate this team to highperformance.
  • Develop and execute skilling plans for CSAMs and oneself to build technical and professional expertise in alignment with business priorities.

Leadership:

  • Demonstrate strength of character and set the tone as a role

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