Customer Success Account Manager

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

It has never been a more exciting time to join Microsoft as a Customer Success Account Manager (CSAM). The CSAM is a primary customer relationship role in the Microsoft team supporting our customers on their journey to the Cloud. We are seeking an experienced and motivated person to be the next CSAM in our Telco team, where we empower our customers to deliver world class solutions to New Zealand’s commercial enterprise cutomers using the best Microsoft has to offer.

The priority for the CSAM is managing the customers successful support experience and assisting them adopt and use Microsoft cloud technologies. As a CSAM you will recognise opportunities to improve your customers experience and help solve their problems utilising Microsoft solutions. CSAMs are responsible for driving the quality delivery of proactive services within the support contract, while partnering with their Reactive Support Managers to understand customer industy trends and supporting Reactive Support Management''s lead during Strategic Escalations. In addition to owning the support engagement the CSAM takes a lead role in prioritized Cloud Success programs, working to bring the best of One Microsoft to support customers digital transformation and journey to the cloud.

**About You**:
Strong relationship management skills are essential as the CSAM role requires orchestration across multiple internal teams to drive the best outcomes across a range of customer.

You can understand and identify high level strategic business requirements whilst keeping across daily operational obligations to ensure all customers achieve value from their Microsoft investment,

Ability to accelerate time to value by managing resources, influencing direction and escalating technical blockers, following through until resolved or workaround is implemented.

A Growth Mindset approach to learning and stretching yourself outside your comfort zone, with an interest in expanding your technical and project delivery knowledge.

Innovation is a core focus area at Microsoft, and the CSAM role is no exception, utilising relationship, technical, and customer knowledge to develop innovative solutions to our customer.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:

- Driving customer cloud adoption and customer success is the prevailing business priority
- Working 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.
- Partnering with the core account team to contribute to the strategic account plan and bring technical, industry and customer specific insights to create customer value though accelerating cloud usage
- Creating customer value by accelerating cloud consumption/usage, supportability
- Improving the customer experience with technical intensity and actioning customer feedback
- Orchestrating collaboration across the other parts of the Microsoft business to drive better customer outcomes delivering on the One Microsoft advantage

**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 including senior executives
- Technical: Broad understanding of Microsoft technologies and industry directions including cloud. While not essential for selection, a cloud certification would also be desirable
- Program 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 Communicatio