Customer Success Account Manager

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, support and milestones for customer business value realization and consumption.
**Responsibilities**:**
Customer Relationship Management**
- Creates strategic relationships with key customer stakeholders (e.g., Line-of-Business leaders, Information Technology Directors, Chief Technical Office (CTO), Chief Innovation Officer (CIO)) partners, and technical professionals through a team of junior Customer Success Account Managers (CSAMs) to enable quality solution delivery and health using partnerships with other account team leaders (e.g., Account Executive and Account Technology Strategist).
Drives accountability for top-tier customer relationships and acts as a trusted advisor to customer C-level stakeholders.
Owns consumption strategy for largest accounts.
Establishes customer executive sponsor relationships and ensures executive steering committees are established.
Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes across large stakeholder groups and coaching teams to align consumption strategy to our most strategic customers and their priorities.
- 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.
Identifies customer needs and is accountable for the creation of shared plans to support outcomes that are specific to the customer and common to the industry.
Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects across multiple planning horizons.
Provides leadership to the team to execute support and consumption delivery programs.
Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes.
Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.
**Account Planning**
- Leads a team of CSAMs and the overall global account support and success team to ensure the health of the customer's solutions, modernization, and transformation projects globally.
Aligns to the account growth strategy globally and leverages expertise to make changes as appropriate.
Cultivates the image of Microsoft as a valued business partner by aligning the vision for Microsoft's offerings with customer's overall business and Information Technology objectives, as well as future industry needs, to set a long-term strategy for consumption aligned to those objectives.
Develops multiple complex programs and identifies executive sponsors for a contract and prioritizes engagements across solution areas to address strategic outcomes and drive customer success, taking into account deep insights about the industry as well as the customer.
Challenges the customer and influences them to commit to major change efforts by driving the case for change to drive solution health.
Supports account planning and advocates for change internally to help customers transform to modern digital approaches.
Drives a holistic view across the customer landscape for alignment, visibility, and resource efficiency.
- Takes a leadership role in a global team to plan a portfolio of work (e.g., Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads globally.
Ensures there is a robust consumption plan as part of account plan.
Leads development of consumption plan.
Leads support contract renewals and transformation, aligns with local growth goals, scopes opportunities, and develops net new customer acquisition strategies or add-on business for some of the most challenging and complex customers (e.g., global, high-revenue generation, complex transformation, strategic accounts) in partnership with Sales and Account teams across solution areas.
Manages multiple complex opportunities to support the efficiency targets of their portfolio through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.
**Opportunity and Pursuit Management**
- Leads the community or geographic area in recommending innovative opportunities for growth.
Captures and communicates and brings forward recommendations from customer insights to lead sellers in identifying and producing cloud consumption and support sales opportunities.
Directly enables cloud consumption revenue through consumption planning and participating in