Do you have a strong support or delivery background, a passion for the adoption of cloud technologies and experience working with Public Sector Customers, Microsoft is looking for a Customer Success Account Manager to join our growing team in Canberra.
The Microsoft Customer Success Account Manager (CSAM) is a key role responsible for managing and orchestrating support activities within a set of accounts. The priority is the customers’ successful support experience and adoption and use of Microsoft cloud technologies. This includes managing proactive support and transformation activities across the Microsoft’s support product set.
The CSAM role is based in Canberra and will be working with customers in Public Sector, Federal Government. The successful applicant must be an Australian Citizen and hold a minimum baseline Security Clearance or willing to undergo the vetting process for a baseline clearance.
Responsibilities
Customer Outcome Obsessed: Driving customer cloud adoption and customer success is the prevailing business priority. Orchestrate and align programs, projects and delivery engagements across the 3 clouds with account team peers to deliver an exceptional customer experience ando achieve customer outcomes.
Consumption Alignment: Lead Cloud Success programs, delivery engagements and projects to promote stronger One Microsoft collaboration around consumption across cloud workloads. Manage resources and escalate technical blockers until resolved to accelerate time to value.
Pivot to Proactive: Drive high quality, proactive delivery, and planning with the customer to realize customer value from support through consistent Service Delivery Management. Partner with Reactive Support Management to understand customer health trends and build Operational Health Programs to reduce downtime and modernise the platform.
Responsibilities:
- Work 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.
- Create customer value by accelerating cloud consumption/usage, supportability, and influence upsell
- Deliver an easy and connected experience and build trust through customer centricity
- Improve customer experience with technical intensity and actioning customer feedback
- Prepare the selling environment for the seller to generate annuity business.
- Coordinate across Microsoft business segments to drive successful customer outcomes and delivering on the One Microsoft value.
Qualifications
We are looking for a highly motivated and passionate Customer Success Account Manager to drive program management for strategic customers that have a significant number of key cross-cloud workload engagements running concurrently. As the CSAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot/MVP to production for customer cloud engagements. This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.
Citizenship Verification: Candidate must be a citizen of Australia. This position requries verification of Australian citizenship to meet federal government security requirements.
Experience: 5+ years of success in complex technical engagement management and/or program management required. Prior work experience in a Program Manager or Engagement Manager position focused on Cloud and software/services solution preferred.
Leadership: This role requires strong 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.
Relationship Building: Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Program Management: Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required. The CSAM will be accountable for the development and execution of a cross-cloud consumption plan, and operational health of the customer solutions deployed today and in the future.
Collaboration and Communication: Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators Data Scientist, and BDMs).
Technical Acumen:
- Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred.
- Knowledge of market trends and competitive insights preferred.
- Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs preferred.
Education:
- Bachelor’s degree or equivalent work experience. Bachelor's degree in Computer Science, Information Technology, Engineering or related field preferred.
- Certification(s) in the following preferred:
- Project Management: ACP, PMI, or equivalent Project Management certification
- Prosci or equivalent Change Management certification
- Information Technology Infrastructure Library (ITIL) Foundation certification
- Technologies: Cloud, mobile, web application development, cloud-native application architecture
- Microsoft certification in relevant technologies (e.g.: Azure, M365)
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.