Customer Success Acct Manager

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes. Your focus will be executing on customer health, consumption excellence, and usage excellence though strong operational delivery practices and commitment to delivering on customer outcomes that build trust. This will mean leveraging Success Programs, that will be delivered through our digital and scale delivery engines driving value in the Unified based contract and allowing CSAMs to drive accelerated and consistent customer outcomes. Leveraging scale resources allows you to further prioritize key stakeholder relationships, be active in the customer's experience with Microsoft and focus on pipeline acceleration.​ Customer health excellence will mean leading with proactive solutions to reduce your customers’ reactive case load. Furthermore.​ Some specific focus areas for you include:​ Leveraging digital, scale, and Success Programs for improved customer outcomes​ Leadership and customer advocacy​ Accelerating customer value and AI innovation Responsibilities As a Customer Success Account Manager, you are the primary customer facing role responsible for customer success through the management of program deliveries and strong customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more! ​ ​ Key Accountabilities include: ​ ​ H elp ensure you maximize all contractual obligations Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with Microsoft solutions.  ​ Partner with your customer and Account Team to prioritize and plan customer engagements and programs across cloud and on-premise workloads.  ​ Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization. ​ Orchestration, customer sponsor management, and stakeholder communication of prioritized engagements and programs. ​ I njection point for  escalating support calls in addition to tracking them to resolution  and plan for the remediation of technical blockers and provide engineering feedback to further our product and solutions as appropriate.  ​ ​ We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

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. ​ ​ Experience - 1+ 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