Customer Success Account Manager

Microsoft

Location: Remote - AU/NZ only

Job Type: Full time

Posted

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Achieving our mission requires us to evolve our culture, and it all starts with a growth mindset, a passion to learn and bring our best every day to make a bigger difference in the world'. Satya Nadella, CEO Microsoft.

Customer Success Account Managers are a part of our Customer Success Unit. Microsoft’s Customer Success is a growing organization. Its purpose is to guide our customers to better deploy, adopt, and gain long-term business value from their investment in Microsoft. In turn, their successes will ensure we grow our Azure consumption, Microsoft 365 usage, and Business Applications usage. Ultimately, when customers are successful, we are successful.

The CSU focuses on 4 solution areas:

  • Migrating Data to Azure
  • Migrating Infrastructure to Azure​
  • Modernizing traditional apps​
  • Artificial Intelligence​

The purpose of this role

Microsoft ANZ is looking for a Customer Success Account Manager (CSAM) to join our Education team. As a CSAM, you are the primary customer facing role responsible for customer success through delivery management of cross-functional programs and strong customer and internal stakeholder relationships.

The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You are front and centre with our customers in support of their digital journey and empowering them to achieve more and accelerating customer value.

Microsoft ANZ is aligning to industry to better serve our customers by bringing deeper knowledge of their needs and business drivers.

This role will be based in Brisbane and will be working with customers in the Education sector. While not essential, it would be an advantage for the successful applicant to have experience working with customers in the K-12 or Higher Education sectors. Minor travel will be expected in the role.

Responsibilities

Customer Success Account Manager (CSAM)’s drive program management for Strategic accounts that have a significant number of key cross cloud workload engagements running concurrently.

As the CSAM you will drive acceleration of cloud adoption from Pilot/MVP to production for customers’ cloud engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success.

Here are

Customer Relationship Management

  • Gathers information on the business and Information Technology objectives for customer organizations to identify customer needs and create a shared plan to support customer outcomes using partnerships with other account team leaders. Captures new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects.

Account Planning

  • Engages in conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Articulates the case for change to drive solution and operational health in collaboration with other account team leaders. Supports account planning to help customers transform to modern digital approaches.
  • Plans a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads. Creates opportunities for support contract renewals, partner with seller's to lead to upsell and transition to Unified Support by clearly articulating customer outcomes and how Support capabilities can help them achieve those outcomes. Supports efficient delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.

Opportunity and Pursuit Management

  • Captures, communicates, and brings forward recommendations from customer insights to sellers in identifying and producing support revenue opportunities (e.g., add-ons, renewals). Collaborates with internal teams and sellers to help identify growth opportunities through account planning and delivery execution. Directly enables cloud consumption revenue through consumption planning.

Consumption and Delivery Execution

  • Connects identified opportunities, questions, and/or issues from customer organizations. Works with the appropriate internal Microsoft technical/sales teams or partners to address, using foundational technical knowledge to identify the right internal teams. Begins to take ownership for team coordination. Identifies and mitigates blockers to customer success goals.
  • Leads and is accountable for the execution of customer support obligations. Accelerates production level consumption through delivery orchestration by driving solution and operational health for challenging and/or complex customer accounts (e.g., high-revenue generation, complex transformation) across the solution and support lifecycle. Is accountable for the delivery of support for resolution of critical escalated issues by leveraging Incident Managers and Support teams. Shares updates to the customer and manages their expectations. Shares support-related feedback through appropriate channels to drive continuous process improvement.

Technical Skilling

  • Leverages intermediate technical expertise to act as a technology advisor and visionary. Begins to connect technical considerations to business needs. Identifies cross cloud technology, solutions, and services to help address specific customer scenarios. Articulates cross cloud technology components and how they aggregate to heterogeneous solutions. Leverages experience as a practitioner of technology across a single cloud workload/area from design through operations to participate in program governance and execution oversight. Leverages experience contributing to large technology delivery projects as a workstream lead to help anticipate changes that could impact key projects.

Qualifications

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 to create a partnership approach and securing consensus on solutions required

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

Program Management: Solid understanding of service management and operations 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 K-12 or Higher Education sectors as this would be considered an advantage

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

Team Culture and Support

Microsoft believes that by investing in our people and creating an inclusive environment, our team will do their best work. See our complete list of benefits and why we are recognised as an Endorsed Employer for Women by WORK180. Microsoft Benefits | WORK180 Endorsed Employer

Our mission is deeply inclusive. Inside Microsoft | Global Diversity and Inclusion at Microsoft

What next?

Even if you feel you may not meet 100% of the criteria, please apply. You may exceed your own expectations, or we may have another opportunity that suits your potential.  While we’re not able to reach out directly to every applicant, we will always do our best to help you feel heard and supported throughout the experience.  

In the meantime, please see our FAQs, Interview Tips and Accessibility Support for more information on our recruitment process. 

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.

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