Customer Success Account Manager

6 months ago

Brisbane, Australia Microsoft Full time

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

As a Customer Success Account Management (CSAM) Manager, you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth

This role has direct people management responsibility for CSAMs, has overall accountability for their team’s end to end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders.

Through their team the CSAM Manager is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources to drive strong customer outcomes aligned to their top priorities. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio.

**Responsibilities**:

- **Customer Relationship Management**:

- Anticipate, Identify and manage potential issues, escalating to appropriate teams for resolution. Ensure key stakeholders are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Lead and coach business value conversations with key stakeholders.
- **Customer Success Leadership - Customer Strategy and Growth**:

- Lead the team to adopt customer success strategy to maximize customer''s investments and value. Work with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers'' current and future goals and objectives to drive digital transformation. Build a close and effective teaming relationship with your Account Team manager counterparts to drive Territory/Account Planning rhythm and quality, and a seamless, connected customer experience.
- **Customer success leadership - Delivery and Program Management**:

- Manage key stakeholder and executive expectations. Coach team on developing and delivering strategic roadmaps in partnership with key stakeholders and executives for executing program planning. Coaches team on identifying and mitigating customer blockers. Lead executive escalation management. Run rhythms of business (RoB) to review business performance.
- **Customer Success Leadership - Consumption Leadership**:

- Coach team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives to articulate and deliver customer value, drive business growth. Guide team in orchestrating resources for identifying, resolving, and mitigating blockers to accelerate consumption.
- **Technical Relevance**:

- Coach team members on implementing training plans focused on technical and industry knowledge development. Stay current with industry and Microsoft technical insights. Advise customers on Microsoft technology trends and direction.

**Qualifications**:
To be effective as a CSAM-M, you will be able to influence across organizational boundaries and have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.

**Experience**:Strong experience leading digital transformation strategy definition, cloud solution delivery, practice management, customer-facing consulting and support services, and/or portfolio management experience.

**Change**:Strong leader with experience driving business/people change management and/ or technical adoption required.

**Collaboration**:Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers required.

**Communication**:Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.

**Technical acumen and Leadership** with your:

- Proven ability to map Customer needs to solutions required
- Knowledge of Enterprise cloud workloads required, cross solution areas
- Ability to stay up to date on new/improved cross cloud

  • Customer Success Account Manager

    6 months 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...

  • Customer Success Account Manager

    6 months 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. As a Customer Success Account Manager (CSAM), you are the delivery leader in our account team and a strategic partner to our...

  • Customer Success Manager

    6 months ago

    Brisbane, Australia Actionstep Full time

    Actionstep is a pioneer in the development and sale of software-as-a-service (SaaS) products, specializing in the delivery of Legal Practice Management software. We are a fast growing, dynamic business with a global customer base and team. Headquartered in Auckland, New Zealand, with team members in the United Kingdom, United States, and Australia, we are...

  • Customer Success Manager

    2 weeks ago

    Brisbane, Australia FUJIFILM Full time

    **OUR STORY** FUJIFILM have a proud history of providing innovative products and services that contribute to the advancement of culture, science, technology and industry, as well as improved health and environmental protection in society. We are dedicated to achieving a sustainable society and ensuring a better world for future generations. Employees are...

  • Customer Success Manager

    6 months ago

    Brisbane, Australia Skedulo Full time

    Here at Skedulo we’re on a mission to support the 2.7 billion people in the world—and the companies that employ them—who do not work at a desk every day. Our global teams are collaborative, ambitious, innovative, and passionate about helping our customers realize their fullest potential by enabling their mobile workforces. The Skedulo team is a...

  • Customer Success Manager

    6 months ago

    Brisbane, Australia Rockwell Automation Full time

    Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale,...

  • Customer Success Manager

    4 months ago

    Brisbane, Australia Megaport Full time

    **About Megaport** Megaport has transformed the way IT gets connected. We're global leaders in Network as a Service (NaaS), changing the way businesses reach the cloud. We're also a leading partner to Amazon, Microsoft, Google, IBM, Oracle, NYSE, and many other leading technology companies. Megaport is a publicly traded company on the Australian Stock...

  • Account Manager

    3 weeks ago

    Brisbane, Australia Synergy For Success Industries Full time

    Our Client is a 30 Year Strong, Manufacturer and Distributor of Attachments for the Construction Equipment OEM's. The business is seeking the services of a Territory Manager based in Victoria but also travelling to South Australia and Tasmania regularly. This is a hands on role where you will be able to work autonomously and build and grow existing...

  • Customer Success Manager

    4 weeks ago

    Brisbane, Australia Intrax Full time

    Inspire - Our talented Structural Engineers Grow - Your people management skills Create - A successful and driven team The Intrax Housing Division has built its success by inspiring volume builders to confidently build more innovative and affordable homes for Australian families and we have the unique opportunity to join our growing Housing team on...

  • Customer Success Manager

    1 month ago

    Brisbane, Australia Intrax Full time

    The  Intrax Housing Division  has built its success by  inspiring volume builders  to confidently build more  innovative and affordable  homes for Australian families and we have the unique opportunity to join our growing  Housing  team on full-time permanent basis within our  Queensland  division as an  Customer Success Manager  reporting to our...

  • Customer Success Manager

    3 months ago

    Brisbane, Australia Education Perfect Full time

    Education Perfect is an EdTech platform designed to empower educators and amplify their impact in the classroom. We aim to enable teachers to personalise learning at scale with a range of powerful learning, assessment, and insights tools, helping them and their students reach their full potential. As an EPeep, you’ll work on projects that have a real...

  • Customer Success Manager

    2 months ago

    Brisbane, Australia Aphex Full time

    **About Aphex**: That's why we are on a mission to make it easier for construction teams to get on the same page with a live, multiplayer planning platform. Instead of the current mountain of spreadsheets, whiteboards, and stone tablets, we build tools that allow anyone on a project to plan and communicate their work with full visibility of everyone working...

  • Principal Customer Success Manager

    6 months ago

    Brisbane, Australia Dayforce Full time

    Dayforce is a global human capital management (HCM) company headquartered in Toronto, Ontario, and Minneapolis, Minnesota, with operations across North America, Europe, Middle East, Africa (EMEA), and the Asia Pacific Japan (APJ) region. Our award-winning Cloud HCM platform offers a unified solution database and continuous calculation engine, driving...

  • Global Customer Success Leader

    1 month ago

    Brisbane, Queensland, Australia Eventsair Full time

    We are seeking a highly skilled Global Customer Success Leader to join our team at Eventsair. In this role, you will be responsible for leading the global account management team, driving performance, retention, and growth across a portfolio of over 700 accounts.About UsEventsair is a leading provider of award-winning event management software to organizers...

  • Customer Success Manager

    6 months ago

    Brisbane, Australia Trapeze Group Limited Full time

    Job Summary: The Customer Success Manager excels at helping Bus Operators succeed, thereby positioning us as the strategic long-term software solutions relationship in the Bus Industry. **Job Description**: Why Trapeze? Trapeze Group is a global public transport technology leader. We partner with transport authorities and operator organisations to solve...

  • Customer Success Manager

    4 months ago

    Brisbane, Australia Forwood Safety Full time

    **Exciting Opportunity for a Customer Success Manager** Are you passionate about ensuring customers achieve their desired outcomes? Do you excel at building and nurturing strong customer relationships while driving successful project deliveries? If so, Forwood invites you to join our global team as a **Customer Success Manager**. Forwood is dedicated to...

  • Junior Customer Success Analyst

    7 months ago

    Brisbane, Australia Magic Orange Full time

    **About MagicOrange** MagicOrange is a leader in the IT Financial Management Software market recognised by Gartner with customers and presence in four continents. MagicOrange is a Software as a Service provider currently in a high growth phase. Our mission is to make people and organizations more valuable. **Location** Brisbane **The Role** We are...

  • Customer Success Advocate

    2 weeks ago

    Brisbane, Queensland, Australia Covetrus Software Services Pty Ltd [AU] Full time

    Unlock Customer Potential as a Customer Success SpecialistCovetrus Software Services Pty Ltd [AU] is on a mission to empower veterinary practice partners with innovative technology and services. We're seeking a skilled Customer Success Specialist to join our Brisbane team on a 6-month contract basis.About the RoleAs a Customer Success Specialist, you will...

  • Customer Success Specialist

    3 weeks ago

    Brisbane, Australia Covetrus Full time

    The Role Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We are bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. We are...

  • Customer Success Manager

    6 months ago

    Brisbane, Australia KERRIDGE COMMERCIAL SYSTEMS CORP Full time

    "At KCS we've introduced a flexible hybrid work policy, where employees spend three days in the office and two days working from home. This approach promotes a balanced work environment that combines office collaboration with the comfort and convenience of remote work."_ Happy Customers lead to retention of their business as well as turning them into...