Customer Success Account Manager

2 weeks ago

Brisbane, Australia Microsoft Full time

It has never been a more exciting time to join Microsoft as a **Customer Success Account Manager (CSAM**). The CSAM is a primary customer relationship role in the Microsoft team supporting our customers on their journey to the Cloud. We are seeking an experienced and motivated person to be the next CSAM in our expanding** Public Sector team**, where we empower our customers to deliver world class solutions across Australia.

As a CSAM, you will act as the primary delivery leader for our account team and a strategic partner to our customers. Your role includes executing our Customer Success Contracts and coordinating cross-functional programs that deliver value and enable transformational outcomes for our customers. As a CSAM, you will oversee the customer’s support experience, facilitate their adoption and use of Microsoft cloud technologies, and identify opportunities to enhance their experience and address their challenges using Microsoft solutions.

This position is located in Brisbane, Australia, and may involve some minor travel.

**Responsibilities**:
**R**esponsibilities**:

- Driving customer cloud adoption and customer success is the prevailing business priority
- Working with the customer to create and deliver a program of proactive support services to enhance their experience on the Microsoft platform and assist their journey to the cloud
- Partnering with the core account team to contribute to the strategic account plan and bring technical, industry, and customer-specific insights to create customer value through accelerating cloud usage
- Creating customer value by accelerating cloud consumption/usage and improving supportability
- Improving the customer experience with technical intensity and acting on customer feedback
- Orchestrating collaboration across other parts of the Microsoft business to drive better customer outcomes and deliver on the One Microsoft advantage

**About You**
- Strong relationship management skills are essential as the CSAM role requires orchestration across multiple internal teams to drive the best outcomes across a range of customer.
- You can understand and identify high level strategic business requirements whilst keeping across daily operational obligations to ensure all customers achieve value from their Microsoft investment,
- Ability to accelerate time to value by managing resources, influencing direction and escalating technical blockers, following through until resolved or workaround is implemented.
- A Growth Mindset approach to learning and stretching yourself outside your comfort zone, with an interest in expanding your technical and project delivery knowledge.
- Innovation is a core focus area at Microsoft, and the CSAM role is no exception, utilising relationship, technical, and customer knowledge to develop innovative solutions to our customer.

**Key Skills**:

- The preferred applicants will be able to demonstrate a mix from the following skills and experience:

- ** Relationship Building**: Demonstrated ability to build and maintain effective relationships at a range of levels to create a partnership approach and securing consensus on solutions required
- ** Program Management**:Skills in creating, planning, managing and delivering programs would be advantageous
- ** Account Planning**: Experience in managing a portfolio of customers and participating in account planning
- ** Leadership**: This role requires communication skills, as well as displaying executive presence and confidence in varying levels of customer situations. The CSAM must show leadership in teams comprised of Microsoft, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.
- ** Collaboration and Communication**: Proven track record of driving decisions collaboratively, resolving conflicts, communicating successfully either verbally or in written format and being able to present confidently to large or small audiences including C-Level Executives, Senior Management, Database Administrators, Technical Engineers and End users

**Qualifications**:
**Qualifications**

Required/Minimum Qualifications
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

o OR equivalent experience.

**Additional or Preferred Qualifications**
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 5+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

o OR equivalent experience.
- 1+ year(s) 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 certi

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