Opportunities available: Standard | Senior | Principal
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centred on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission
Do you always strive to learn? Are you insatiably curious and do you lean into uncertainty, take risks, and learn quickly from your mistakes? Do you share and build on other’s ideas because we are better together? Do you stand in awe of what humans dare to achieve, and are you motivated every day to empower others to do more and achieve more through our technology and innovation? Are you ready to join the team that is at the leading edge of Innovation at Microsoft? Then come to Microsoft - Together we make a difference.
Learn more about Microsoft’sMission & Products
About the Customer Success Unit (CSU):
The CSU at Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. Microsoft invests in a dedicated Customer Success team that will help our customers successfully realise their business outcomes.
As a CSAM, you will be the lead customer facing role responsible for the leadership and orchestration of a virtual team, management of program deliveries and senior customer relationships, to drive the successful adoption and productive use of Microsoft’s cloud technologies within the customer. In this role, you will have the opportunity to collaborate and partner with individuals at all levels of both the customer and the Microsoft organization, up to and including senior leadership.
We will bring to you:
A culture where you can ‘come as you are and do what you love’ - The people at Microsoft are what makes Microsoft great, as we are employees representing communities and cultures of the world coming together to help others achieve more. That's our Microsoft Life!
A welcoming and inclusive hybrid-working environment where everyone's voice is heard! The enduring evolution of the Customer Success role invites you bring your creative input to help shape the future of our Connected Customer Experience.
Responsibilities
Our CSAM’s are positioned and aligned with our customers as Chief Operating Officers ensuring that we have the appropriate level of engagement to support and drive value and change. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business
We create an environment where you can do your best work and build a career both in the CSAM role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.
You will:
- Collaborate and manage customer success plans to help customers achieve their strategic objectives.
- Partner with the account team to build long-term customer relationships, across all business functions within the customer organisation.
- Conduct monthly service reviews and executive business reviews to proactively track progress against the success plan and monitor deployment velocity, consumption and works towards addressing any blockers.
- Engage and strengthen relationships with key customer decision makers / sponsors / influencers to align delivery priorities in support of their strategy.
- Proactively review customer consumption and health scores to derive actionable insights to help customers optimize their Microsoft investment.
- Be jointly accountable for the end-to-end delivery plan to drive customer success, operational health and digital transformation.
- Oversee projects, and engagements in-pipeline, in-progress to successful closure by removing blockers, managing dependencies, risks and impact to secure successful delivery of the program, project and engagement.
Qualifications
You will bring to us:
- A passion for technology, driving customer value, strategic outcomes, while working with the best people in the industry.
- A growth mindset to be a part of an elite team of diverse individuals focused on making our customers successful.
- A proven ability to partner with account teams to build and retain customer relationships, across business and technical functions within their organisation.
- A track record of providing leadership and orchestration of an internal delivery team.
- Demonstrable experience of driving decisions collaboratively, resolving conflicts, communicating successfully and being able to present confidently to large or small audiences including C-Level Executives.
- Active and creative participation in shaping the future of the Microsoft Customer Success community.
- Demonstrable experience working in a customer-facing role, e.g. Customer Success, Account Management or Service Delivery.
- Exceptional communication, presentation, and facilitation skills.
- Demonstrable accountability, customer advocacy, conflict resolution, growth mindset, stakeholder influence, ability to collaborate with internal and external stakeholders and all levels of management.
- An ability to multi-task and work in a dynamic environment with constant change to address emerging issues and challenges.
- An insatiable appetite for learning, curious, communicative, optimistic attitude, empathetic, displaying emotional intelligent.
- A willingness and ability to travel (national) when required: 0-30%
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At Microsoft, we believe that diversity enriches our performance and products, the communities where we live and work, and the lives of our employees. If this opportunity feels interesting to you but you have questions about how you can make a new role work in the context of other commitments then reach out to us, we'd love to talk about the flexible working options we have available. As our workforce evolves to reflect the growing diversity of our communities and the global marketplace, our efforts to understand, value, and incorporate differences become increasingly important. We are happy to share how we are investing in our employees to help promote this diverse workforce. Come explore diversity at Microsoft!
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.
