Customer Success Account Manager

2 weeks ago

Gurgaon, Haryana, India Microsoft Full time

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.

The CSAM Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities. Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback.

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