Customer Success Account Manager
3 months ago
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.
The priority for the CSAM is managing the customers successful support experience and assisting them adopt and use Microsoft cloud technologies. As a CSAM you will recognise opportunities to improve your customers experience and help solve their problems utilising Microsoft solutions. CSAMs are responsible for driving the quality delivery of proactive services within the support contract, while partnering with their Reactive Support Managers to understand customer health trends and supporting Reactive Support Management's lead during Strategic Escalations. In addition to owning the support engagement the CSAM takes a lead role in prioritized Cloud Success programs, working to bring the best of One Microsoft to support customers digital transformation and journey to the cloud.
This role will be based in Melbourne, Australia. Some minor travel may be expected in the role
**Responsibilities**:
- 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 though accelerating cloud usage
- Creating customer value by accelerating cloud consumption/usage, supportability
- Improving the customer experience with technical intensity and actioning customer feedback
- Orchestrating collaboration across the other parts of the Microsoft business to drive better customer outcomes delivering on the One Microsoft advantage
**Qualifications**:
- Master's Degree in Engineering, IT, Business or related field AND 3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
- Bachelor's Degree in Engineering, Information Technology, Business or related field AND 4+ year(s) work or internship experience in solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
**Professional**
- 3+ years relevant work experience
- Project Management Institute (PMI) or equivalent Project Management certification.
- Prosci or equivalent change management certification.
**Technical**
Breadth of knowledge across Solution Areas including:
- Solid understanding of Microsoft’s products, technologies and solutions
- Microsoft certification in relevant technologies (e.g.: Azure, M365), or competitor equivalent.
- Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
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