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Customer Success Account Manager

Microsoft

Microsoft

This job is no longer accepting applications

See open jobs at Microsoft.
Customer Service, Sales & Business Development
Melbourne VIC, Australia
Posted on Monday, February 12, 2024
Customer Success: 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 Unit team that helps customers bring together Microsoft’s world class technologies and skills, to accelerate our customers’ ambitions for growth, innovation, and community.

We are always learning and 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.

As a leader at Microsoft, we want you to bring your own strengths to model, coach, and care for our people, and help reinforce our culture, by creating an environment where everyone can do their best work.

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. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Responsibilities

As a people manager of Customer Success Account Managers (CSAMs), you will lead a high-performing team of customer facing professionals, that create value through an easy and connected service experience, and fostering durable customer relationships, built on trust and industry context. This team is experienced in cloud adoption, program delivery management practices, Support and technology trends, across our Public Sector Industry Portfolios.

This is an exciting role fuelled by fast-paced industry trends and technology enabled customer delivery success. Your many years of experience delivering technology programs, and industry knowledge, will help guide your team to plan and orchestrate the execution of complex success engagements. You will help customers adopt technology strategies, and execute digital transformation programs, that realise their business objectives.

Partnering with teams across Microsoft, and the Partner channel, you will maintain effective governance, and share best practices to optimize operational excellence, solve complex blockers, and improve customer health and system uptime.

The CSAM-M serves as the primary leadership point of accountability and/or escalation for their portfolio of customers. The CSAM-M is responsible for driving customer satisfaction, effective use of Microsoft’s cloud platforms, enable service readiness, and fulfilling our Support service and contractual obligations.

This team resides across Australia, with the majority of customers and team members located in the Southern States of Victoria, Tasmania, South Australia and WA, which will require some interstate travel.

Key Specific Responsibilities Include

Customer Relationship Management:

  • Create and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
  • Develop Practice strategy aligned with business and IT objectives, priorities, and strategies of Customers.

Account Planning

  • Bring Customer and industry insights to the Account Planning rhythm for strategic Customers
  • Support and coach CSAMs to collaborate with Account Teams in developing Customer Account Plans that align the vision for Microsoft's offerings with Customer objectives and strategies.
  • Develop and support CSAMs in portfolio prioritization and planning of Customer engagements to achieve Customer objectives and value.

Opportunity And Pursuit Management

  • Instil a team culture of identifying and sharing Customer insights and opportunities with the broader Account Team.
  • Drive partnership with internal Account Teams to identify, create, and support the pursuit of growth opportunities across the Practice.

Consumption And Delivery Execution

  • Oversee CSAMs in effective delivery against their portfolio of prioritized solutions and workloads to drive Customer value realization and Microsoft cloud consumption.
  • Anticipate, identify, and mitigate blockers to Customer success goals and partners with internal and external stakeholders to accelerate Customer value realization and Customer satisfaction.

Staffing And Skilling

  • Hire, on-board, develop and manage a diverse and inclusive team of Customer Success Account Managers; lead and motivate this team to high-performance.
  • Develop and execute skilling plans for CSAMs and oneself to build technical and professional expertise in alignment with business priorities.

Leadership

  • Demonstrate strength of character and set the tone as a role model; coach, provide feedback and direction to the team; value and care about the people in the team; create an open and trusting environment where people thrive.
  • Create clarity and shared understanding; generate positive, motivating, creative energy; deliver success through a “growth mindset”

Other

  • Embody our culture and values

Qualifications

To be effective as a CSAM-M, you will be able to influence across organizational boundaries and have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.

Experience: Strong experience leading digital transformation strategy definition, cloud solution delivery, practice management, customer-facing consulting and support services, and/or portfolio management experience.

Change: Strong leader with experience driving business/people change management and/ or technical adoption required.

Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers required.

Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.

Technical Acumen And Leadership With Your

  • Proven ability to map Customer needs to solutions required
  • Knowledge of Enterprise cloud workloads required , cross solution areas
  • Ability to stay up to date on new/improved cross cloud scenarios and workloads required
  • Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results required
  • Demonstrated leadership through prior technical, consultative or program delivery coaching/ leadership roles required
  • Fluent in English

Education

  • Bachelor's degree in Computer Science, Information Technology, Engineering, Business or related field (or equivalent experience) required
  • PMP or other project management certification preferred
  • Information Technology Infrastructure Library (ITIL) Foundation certification preferred
  • Prosci or equivalent change management certification preferred
  • Certification in one or more of the following technologies preferred: Cloud, mobile, Database, Big Data, BI, Data Science, Machine Learning, Artificial Intelligence, Security

Travel: Travel required: 0-25%

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

This job is no longer accepting applications

See open jobs at Microsoft.