Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered 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.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Responsibilities

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through a connected customer experience. We do this by delivering a seamless support experience to help customer and partners resolve their issues quickly, prevent future problems from occurring and demonstrating new ways to achieve more from their Microsoft investment.

As a Partner Success Account Manager (PSAM), you are the primary partner facing role, responsible for partner success through the management of program benefits while maintaining a strong partner relationship. The main business priority is being their trusted advisor to plan and align activities that secures successful adoption and consumption of Microsoft cloud technologies which enables partner business growth. You are the front and center with our partners supporting their digital journey and empowering them to achieve more!

In this role, you will:

• Work with partners to maximize the return on investment from their purchase of the Advanced Support for Partners service plan

• Manage a diverse portfolio of Microsoft partners to accelerate cloud consumption and obtain high renewal rates based on value realization

• Assist partners by proactively offering ways to enhance their technical capabilities and increase capacity with the goal of ensuring they are technically enabled to deliver highly successful cloud deployments

• Support partners to accelerate success in the cloud with effective and executable service delivery planning that helps build trust, value, and adoption

• Work with partners to remove blockers that prevent goals from being reached with sales, deployment, usage and growth opportunities

• Assist Partners with critical support cases by working with Incident Support Operations (ISO) escalation services and/or relevant support engineering teams and managers to help resolve support escalations quickly to minimize impact on the partners business

• Achieve high satisfaction scores with your partners through the delivery of quality interactions which drive desired partner outcomes

The service delivered by PSAMs to partners is primarily over the phone, but candidates should expect some potential travel per year for personal readiness, team events and/or partner visits.

Note this role is based in Sydney. 

Qualifications

Required Qualifications:

• Bachelor’s degree in Business Administration, Computer Science, or similar information technology related discipline

OR

• 2+ years of equivalent work experience such as Account Management and/or Business Development

• Business Knowledge and Skills

Candidates should be able to demonstrate the following knowledge and skills:

• Ability to create & execute strategies to grow multi-service cloud capabilities with partners

• Awareness of the Microsoft Partner Ecosystem and Partner business models/challenges

• Knowledge of Microsoft Cloud products and ability to conduct meaningful cloud partner discussions

• Ability to influence and interact with many organizational levels and stakeholders including C-Level

• Time management, prioritization, and strong follow through skills

• Organizational skills and capabilities of handling several projects and escalations simultaneously

• Decision making ability in relatively complex circumstances with uncertainty and pressure

• Excellent written and verbal communication skills including presentation skills

• Proficiency using Microsoft Office products

• Language Qualification: English Language: fluent in reading, writing and speaking

Citizenship Verification: This position requires verification of Australian Citizenship to meet federal government security requirements.

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.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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.