Customer Success Account Manager
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Feb 06, 2025 | |
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OverviewWe are looking to hire a Customer Success Account Manager (CSAM) to join Microsoft Federal. 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. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission. As a CSAM, you are the primary delivery lead and a partner for our more strategic customers in the Federal Government, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources - including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. At Microsoft, we believe exceptional service is about more than just meeting customer expectations-it's about exceeding them in meaningful, personalized ways. As a CSAM, you will embody hospitality mindset, taking customer obsession to the next level by tailoring every experience to deliver unparalleled value and foster enduring relationships. 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. Guided by a deep understanding of customer needs and Microsoft's innovative technologies, you will act as a trusted advisor, team player, technical expert, and master communicator-orchestrating solutions that enable digital transformation and business success. Our CSAMs collaborate across organizational boundaries, advocate for your customers internally, and help them maximize the value of their Microsoft investments.
ResponsibilitiesAs a CSAM, you are the primary customer-facing role responsible for facilitating customer success through the management of program deliveries and customer relationships. The prevailing business priority is the customers' successful adoption and productive use of Microsoft cloud technologies. You are front and center with our customers supporting their digital journey and empowering them to achieve more!Proactive CommunicationsClearly communicate the value of Microsoft solutions in business terms, from frontline teams to C-suite executives.Navigate complex and ambiguous scenarios by deconstructing problems, presenting innovative solutions, and instilling confidence.Translate technical knowledge into business-relevant solutions that address customer needs, ensuring they derive full value from their Microsoft investments.Drive customer conversations that go beyond transactional tasks-becoming a long-term strategic partner who listens, learns, and acts.Customer-Obsessed Engagement:Lead strategic engagements to ensure cloud consumption, supportability, and satisfaction exceed expectations.Collaborate closely with customers, understanding their long-term goals and embedding Microsoft solutions into their business transformation plans.Build meaningful relationships through empathy, listening, and proactive follow-through.End-to-End Facilitation:Orchestrate the full breadth of Microsoft's technical and organizational resources to ensure customer needs are met with seamless cross-cloud solutions.Stay cool under pressure by leading during critical incidents, swiftly diagnosing and resolving technical challenges while providing transparent updates to stakeholders.Drive alignment across internal teams (engineering, sales, and support) to execute customer-centric plans.Personalized Service:Guide the customer's journey, adapting and tailoring the experience to ensure each interaction delivers value and leaves the customer feeling heard, understood, and cared for.Handle escalations and challenges as opportunities to strengthen customer relationships through empathy and creative problem solving.Go Beyond the Expected:Anticipate customer needs-even those they don't realize they have-and proactively design approaches that leave a lasting impact.Continuously look for opportunities to surprise and delight customers, demonstrating Microsoft's commitment to making their success a priorityContinuous Improvement:Gather and act on customer feedback to continuously enhance service delivery and product performance.Contribute to internal and external knowledge-sharing communities. | |