Customer Success Account Management

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

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 within our digital native business where we empower our customers to deliver world class solutions to Australia & New Zealand's commercial enterprise customers using the best Microsoft has to offer.

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 industry 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.

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 have experience accelerating the success of Digital Native Businesses through Cloud services, demonstrating your business and technical capabilities.

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.

The successful candidate will be able to demonstrate a mix of the following skills and experience:

• Experience: Over five years of experience managing the delivery of IT related support and solutions that demonstrate measurable impact on business outcomes

• Relationship Building: Demonstrated ability to build and maintain effective relationships at a range of levels including senior executives

• Technical: Broad understanding of Microsoft technologies and industry directions including cloud. While not essential for selection, a cloud certification would also be desirable

• Program Management: Skills in creating, planning, managing and delivering programs through cross-group collaboration, resource orchestration, communication and analysing outcomes by paying close attention to detail.

• Account Planning: Experience in managing a portfolio of customers and participating in account planning

• 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

• Industry Knowledge: We are interested to hear if you have knowledge and experience with customers in the Retail sector as this would be considered an advantage

• Education: Bachelor's degree or equivalent work experience in a relevant discipline is desirable

• Driving customer cloud adoption and customer success is the prevailing business priority
• Using a data-driven approach, to perform assessments and analyses of customers' adoption activities to optimize Microsoft solutions against adoption and business Key Performance Indicators (KPIs), success measures, and customer expectations, as appropriate.
• Adapts customer success plans in order to stay aligned with our customers strategic vision.
  
  Optimizes value realization by engaging other resources (e.g., Engineering, Partners, Cloud Solution Architects) and ensuring progress reporting
• Galvanizes technical and sales experts to develop customer-specific roadmaps to drive further business value
• 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