Principal Customer Success Account Manager, Public Sector

Overview

With over 17,000 employees worldwide, the mission of Microsoft’s Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Are you the tech-savvy, cloud loving person that has Cloud and IT Service Management blood running in their veins? Do you want to be that key person that helps our strategic enterprise customers to achieve the most with Microsoft products and services? Do you get your energy from helping your customers succeed in making their transformational cloud projects real?

As Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our more strategic public sector customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

The CSAM role in the Customer Success Unit at Microsoft will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

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

Our CSAM’s are positioned and aligned with our customers as Chief Operating Officers or Customer Success Consultants ensuring that we have the appropriate level of engagement to support and drive value and change. As such you will work with some of the world’s largest public sector organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business and to deliver better services to citizens.

We create an environment where you can do your best work and build a career both in the CSAM role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.

As a CSAM your key areas of responsibility will be:

• Customer Relationship Management
• You will nurture, establish, and expand relationships with key C-level customer stakeholders to enable clear understanding of customer priorities and goals to align quality solution planning, delivery execution and governance.
• Customer Success Leadership – Consumption Leadership
  
  
De-risk and accelerate the delivery of Microsoft solutions and take ownership of team orchestration and coordination that accelerates production level consumption and customer adoption across all three clouds. Ensure there is alignment to top customer priorities to help our customers get value from their Microsoft investments and leverage support agreement to achieve their goals.

• Customer Success Leadership – Customer Strategy and Growth
• Engages with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
• Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
  
  

• Customer Success leadership - Delivery and program Management
• Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Customer Success Leadership - Customer Health
• You will identify and assess customers’ critical services across our cloud platforms and work with customers to ensure that these services are healthy and resilient.
  
  

• Technical Relevance
• Develop technical competency across a breadth of Solution areas which supports customer advice, connecting their business goals to Microsoft solutions.
  

You Will Bring To Us

• A passion for technology, driving customer value, strategic outcomes, while working with the best people in the industry. 
• A growth mindset to be a part of an elite team of diverse individuals focused on making our customers successful.
• A proven ability to partner with account teams to build and retain customer relationships, across business and technical functions within their organisation. 
• A track record of providing leadership and orchestration of an internal delivery team.
• Demonstrable experience of driving decisions collaboratively, resolving conflicts, communicating successfully and being able to present confidently to large or small audiences including C-Level Executives.  
• Active and creative participation in shaping our Customer Success community.  
• Demonstrable experience working in a customer-facing role, e.g. Customer Success,  Account Management or Service Delivery. 
• Exceptional communication, presentation, and facilitation skills. 
• Demonstrable accountability, customer advocacy, conflict resolution, growth mindset, stakeholder influence, ability to collaborate with internal and external stakeholders and all levels of management.  
• An ability to multi-task and work in a dynamic environment with constant change to address emerging challenges.    
• An insatiable appetite for learning, curious, optimistic, empathetic and emotionally intelligent. 
• A willingness and ability to travel (national) when required: 0-30%. 
  
  

Qualifications

Required/Minimum Qualifications

• Master's degree in business, Sociology, Psychology, Computer Science, or related field AND customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR Bachelor's degree in business, Sociology, Psychology, Computer Science or related field AND customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience.
  

Additional Or Preferred Qualifications

• Relevant work experience within customer industry.
• Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions
• Relevant professional certifications e.g.
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent certification.
• Prosci or equivalent Change Management certification.
  

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.