The Customer Success Account Manager (CSAM) acts as the single customer facing, account durable leader responsible for managing and orchestrating support delivery activities within an account (set of accounts). This is inclusive of customer success, support, and transformation activities across the free-to-fee spectrum. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies.

Customer Outcome Obsessed: Driving customer cloud adoption and customer success is the prevailing business priority. Orchestrate and align programs, projects and delivery engagements across the 3 clouds with account team peers to deliver an exceptional customer experience to achieve prioritized customer outcomes.

Consumption Alignment: Leads prioritized Cloud Success programs, delivery engagements and projects to promote stronger One Microsoft collaboration around consumption across cloud workloads. Managing resources and escalating technical blockers with follow-through until resolved or workaround identified to accelerate time to value.

Pivot to Proactive: Ensure that customers get the most out of their support agreement and fulfill Support contract obligations. Drives high quality, proactive delivery and planning with the customer to realize customer value from support through consistent Service Delivery Management for Support execution. Prepares the selling environment for the seller. Partner with Reactive Support Management to understand customer health trends and build Operational Health Programs and support Reactive Support Management's lead during Strategic Escalations.

We are looking for a passionate Customer Success Account Manager (CSAM) to 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.

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Responsibilities

Create customer value by accelerating cloud consumption/usage, supportability, and influence upsell

Deliver an easy and connected experience and build trust through customer centricity

Improve customer experience with technical intensity and actioning customer feedback

Orchestrate collaboration across the Customer Success Unit to drive better customer outcomes through cross cloud solutions delivering on the One Microsoft value

Qualifications

Minimum Qualifications 

Fluency in Dutch and English 

Preferred Qualificatioms: 

Experience in 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 Building - Proven track record of building relationships with senior customer executives in large o accounts. Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.

Program Management - Excellent skills in planning for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail required.

Collaboration and Communication - Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Database administrators and Data Scientist).

Technical -  Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred. Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs preferred.

Education - Bachelor’s degree or equivalent work experience.

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.