Account Manager

Description:

Do you have a strong support or delivery background, a passion for the adoption of cloud technologies and experience working with Public Sector Customers, Microsoft is looking for a Customer Success Account Manager to join our growing team in Canberra.

The Microsoft Customer Success Account Manager (CSAM) is a key role responsible for managing and orchestrating support activities within a set of accounts. The priority is the customers’ successful support experience and adoption and use of Microsoft cloud technologies. This includes managing proactive support and transformation activities across the Microsoft’s support product set.

The CSAM role is based in Canberra and will be working with customers in Public Sector, Federal Government. The successful applicant must be an Australian Citizen and hold a minimum baseline Security Clearance or willing to undergo the vetting process for a baseline clearance.

Responsibilities

Customer Outcome Obsessed: Driving customer cloud adoption and customer success is the prevailing business priority. Orchestrate and align programs, projects and delivery engagements across the 3 clouds with account team peers to deliver an exceptional customer experience ando achieve customer outcomes.

Consumption Alignment: Lead Cloud Success programs, delivery engagements and projects to promote stronger One Microsoft collaboration around consumption across cloud workloads. Manage resources and escalate technical blockers until resolved to accelerate time to value.

Pivot to Proactive: Drive high quality, proactive delivery, and planning with the customer to realize customer value from support through consistent Service Delivery Management. Partner with Reactive Support Management to understand customer health trends and build Operational Health Programs to reduce downtime and modernise the platform.

Responsibilities
 

• Work 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.
• Create customer value by accelerating cloud consumption/usage, supportability, and influence upsell
• Deliver an easy and connected experience and build trust through customer centricity
• Improve customer experience with technical intensity and actioning customer feedback
• Prepare the selling environment for the seller to generate annuity business.
• Coordinate across Microsoft business segments to drive successful customer outcomes and delivering on the One Microsoft value.