Overview

With over 17,000 employees worldwide, the mission of the Customer Success 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 Customer Success and help us build a future where customers achieve their business outcomes faster with technology that does more.

Are you the tech-savvy, cloud-loving person who has Cloud and IT Service Management blood running in your veins? Do you want to be the person our largest global customers rely on to turn their Microsoft investments into real business outcomes – wherever in the world those outcomes are delivered? Do you get your energy from making your customers succeed in making their strategic and transformational cloud and AI projects real?

As a CSAM, you are the primary delivery lead and a partner for our most 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. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

This role is flexible in that you can work up to (100%) from home.

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.

Responsibilities

• Customer Relationship Management: You will build trusted relationships with key customer business and technical stakeholders, align prioritized business outcomes, and maintain outcome-based Customer Success Plans (CSPs) that link to account plan priorities. You will run Customer Success Delivery Reviews to align stakeholders on progress, risks and value realized.
• Customer Success Leadership and Customer Strategy and Growth: You will listen to conversations with customers and begin to align objectives with the current Microsoft portfolio of work in the customer account.
• Global Account Orchestration (iCSU): You will represent the downstream markets you cover within a global account team, working with the Global team so that one global customer success strategy is executed locally. You will contribute local customer insight, adopt globally agreed priorities, targets and rhythms of business, and share practices that can be replicated across time zones.
• Strengthen Customer Health: You will lead solution health activities so that deployed Microsoft technology continues to meet business requirements – driving crisis prevention and readiness, and proactive resiliency and security improvements, with risks consistently identified, owned and mitigated across Microsoft, partner and customer teams.
• Accelerate Cloud Adoption: You will drive consumption, usage and workload expansion aligned to customer priorities and oversee Microsoft investment and acceleration programs to unblock execution and convert commitments into measurable outcomes.
• Advance Frontier Transformation: You will help customers move from AI experimentation to durable, governed advantage – identifying and prioritizing AI and Copilot use cases with stakeholders, embedding them into Customer Success Plans, accelerating readiness across data, security and governance, and orchestrating delivery from pilot to production in line with Responsible AI and security standards.
• Delivery and Program Management at Scale: You will orchestrate delivery execution across Microsoft, partner and ISD teams, leveraging Success Management Services and Success Programs so that outcomes are delivered at scale, and you will lead escalation management and communications for delivery programs in your accounts.
• Continuous Learning and One Team Impact: You will maintain an active development plan, apply AI-enabled ways of working and Customer Zero learnings to increase your impact, and contribute to the CSU community through best practice sharing and knowledge transfer.