Customer Success Account Manager

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Microsoft Corporation Full time

Bukit Jalil, Federal Territory of Kuala Lumpur, Malaysia

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Date posted

Job number: 1796163

Work site: Up to 100% work from home

Travel: 0-25 %

Role type: Customer Success Account Management

Employment type: Full-Time

Overview

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

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty.

As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for our more strategic 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. You develop, maintain, and build upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships. You are guiding and leading conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. As a CSAM, you partner with top customer Executives to create a customer success plan and steer against the agreed outcomes specific to drive business transformation. You will lead the 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. You will partner with your customers to proactively identify opportunities for growth, optimize usage, and drive adoption.

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.

Qualifications

Required/Minimum Qualifications:

  1. Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  2. OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  3. OR equivalent experience.

Preferred Qualifications:

  1. Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  2. OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  3. OR equivalent experience.

Additional Qualifications:

  1. 3+ years relevant work experience within customer industry.
  2. Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
  3. Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
  4. Project Management Institute (PMI) or equivalent Project Management certification.
  5. Prosci or equivalent certification.
  6. Fluency in Bahasa Malaysia language (spoken & written). Experiences working with Malaysia customers. Malaysian citizenship preferred.
Responsibilities

Customer Relationship Management:

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Develops, maintains, and builds upon foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health using partnerships with other account team leaders and leads orchestration across internal/external stakeholders. Expands customer and partner relationships beyond the current Unified Support contract consumers with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.

Technical Relevance:

Understands, identifies, and aligns Microsoft solutions, and technical capabilities (e.g., Azure, Modern Work, Dynamics) to customer needs and priorities. Leverages broad foundational industry and technical expertise to enable customer success. Identifies complex customer scenarios (e.g., Independent Software Vendors [ISV], cross-cloud, partner) and aligns with technical specialists to identify relevant cross-cloud technology solutions.

Customer Success Leadership:

Engages in conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Promotes the organizational and customer success strategy with customers. Aligns Microsoft technology and services with the customer's goals and objectives to form a cooperative strategy. Engages in account team planning, promoting business and technical needs for change that challenge customer thinking.

Other:

Embody our culture and values.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work:

  • Industry leading healthcare
  • Educational resources
  • Discounts on products and services
  • Savings and investments
  • Maternity and paternity leave
  • Generous time away
  • Giving programs
  • Opportunities to network and connect

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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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