About the job

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centred on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Why Microsoft

Microsoft offers excellent work/life balance, industry leading benefits, and the opportunity to grow your technical skillset, the ability to grow into several career paths.

Microsoft is the ideal place for people who have passion for their work and the desire to make an impact—in their careers, in the community and on the world.

At Microsoft smart people thrive on their own terms and push their intelligence to its limit. The variety of job opportunities and career advancement at Microsoft is incredible and empowers you to constantly challenge yourself and chart your own course.

Customer Success: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

As a Customer Success Account Manager (CSAM), you are the primary customer facing role responsible for customer success through delivery management of cross-functional programs and strong customer and internal stakeholder relationships. The prevailing business priority is the customers’ successful adoption and productive use of Microsoft cloud technologies. You are front and centre with our customers in support of their digital journey and empowering them to achieve more and accelerating customer value.

The CSAM role is a leader on the Microsoft account team, programmatically aligning the consumption plan to the account plan and leading the delivery execution and support team. The CSAM orchestrates prioritised programs, projects, and milestones for customer business value realization and consumption.

This role will be located in Adelaide.

Responsibilities

Driving customer cloud adoption and customer success is the prevailing business priority

Working with the customer to create and deliver a program of proactive support services to enhance their experience on the Microsoft platform and assist their journey to the cloud.

Partnering with the core account team to contribute to the strategic account plan and bring technical, industry and customer specific insights to create customer value though accelerating cloud usage

Creating customer value by accelerating cloud consumption/usage, supportability

Improving the customer experience with technical intensity and actioning customer feedback

Orchestrating collaboration across the other parts of the Microsoft business to drive better customer outcomes delivering on the One Microsoft advantage

Qualifications

Experience: years of experience managing the delivery of IT related solutions and support that demonstrate measurable impact on business outcomes

Relationship Building: Demonstrated ability to build and maintain effective relationships at a range of levels to create a partnership approach and securing consensus on solutions required

Technical: Broad understanding of Microsoft technologies and industry directions including cloud. Either hold, or be willing to obtain, Microsoft cloud certification

Program Management: Solid understanding of service management and operations management. Skills in creating, planning, managing and delivering programs through cross-group collaboration, resource orchestration, communication and analysing outcomes by paying close attention to detail.

Account Planning: Experience in managing a portfolio of customers and participating in account planning

Collaboration and Communication: Proven record of accomplishment of driving decisions collaboratively, resolving conflicts, communicating successfully either verbally or in written format and being able to present confidently to large or small audiences including C-Level Executives, Senior Management, Database Administrators, Technical Engineers and End users

Industry Knowledge: We are interested to hear if you have knowledge and experience with customers in the Public Sector or Manufacturing sectors

Education: Bachelor’s degree or equivalent work experience in a relevant discipline is desirable

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.