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About the Role
As a Customer Success Account Manager (CSAM), you will be the primary delivery lead and partner for strategic public sector customers, empowering them to achieve more by accelerating value realization across Microsoft's Digital Cloud platforms. Leverage your technical expertise, business acumen, and industry perspectives to orchestrate post-sales delivery and support across the Microsoft and Partner ecosystem, aligning the right resources at the right time to achieve customer business outcomes.
Responsibilities
- Nurture, establish, and expand relationships with key C-level customer stakeholders to enable clear understanding of customer priorities and goals for solution planning, delivery execution, and governance.
- De-risk and accelerate the delivery of Microsoft solutions, taking ownership of team orchestration and coordination to accelerate production-level consumption and customer adoption across all three clouds.
- Ensure alignment to top customer priorities to help customers get value from their Microsoft investments and leverage support agreements to achieve their goals.
- Engage with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work.
- Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
- Lead the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations.
- Identify and assess customers’ critical services across cloud platforms and work with customers to ensure these services are healthy and resilient.
- Develop technical competency across a breadth of solution areas to support customer advice, connecting their business goals to Microsoft solutions.
Requirements
- A passion for technology, driving customer value, and strategic outcomes.
- A growth mindset to be part of an elite team focused on customer success.
- Proven ability to partner with account teams to build and retain customer relationships across business and technical functions.
- A track record of providing leadership and orchestration of an internal delivery team.
- Demonstrable experience driving decisions collaboratively, resolving conflicts, communicating successfully, and presenting confidently to audiences including C-Level Executives.
- Active and creative participation in shaping the 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, and ability to collaborate with internal and external stakeholders at all levels.
- Ability to multi-task and work in a dynamic environment with constant change.
- An appetite for learning, curiosity, optimism, empathy, and emotional intelligence.
- Willingness and ability to travel nationally up to 30% when required.
Skills
- Cloud and IT Service Management
- Digital Cloud platforms
- Technical expertise
- Business acumen
- Industry perspectives
- Delivery management
- Communication
- Presentation
- Facilitation
Location
- Paddington, London
Work Type
- Full-time
Experience Level
- IC4
Salary/Compensations
- £ 61,900.00 - £ 105,500.00 per year
Benefits
- Eligibility for benefits and other compensation
About the Company
- With over 17,000 employees worldwide, Microsoft’s Customer Experience & Success (CE&S) organization empowers customers to accelerate business value through differentiated customer experiences leveraging Microsoft’s products, services, and partnerships.
- Microsoft’s mission is to empower every person and every organization on the planet to achieve more.
- Employees come together with a growth mindset, innovate to empower others, and collaborate to realize shared goals.
- Microsoft fosters a culture of respect, integrity, and accountability, creating an inclusive environment where everyone can thrive.
Equal Opportunity
- 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.
- Assistance with religious accommodations and/or reasonable accommodation due to a disability during the application process is available.