Job Information
Microsoft Corporation Customer Success Account Manager in Hong Kong
We’re hiring! The Customer Success Unit is looking for new Customer Success
Account Manager to join our teams.
As a Customer Success Account Manager (CSAM), you are the delivery leader in our
account team and a strategic partner to our customers. You are responsible for
execution against our Customer Success Contracts and orchestration of crossfunctional programs that deliver customer value and enable transformational customer
outcomes. This opportunity will allow you to accelerate your career growth, leverage
your delivery management capabilities and deepen your cloud and industry expertise.
Responsibilities
Account Planning: You will partner with Account team peers to drive conversations
with customers that define and prioritize the strategic alignment between your
customer’s objectives and Microsoft’s goals. You will be accountable for the
development and execution of the internal and customer-facing aspects cross-cloud
consumption plan, identifying and activating technical resources to deliver customer
outcomes. You'll oversee customer projects from start to finish, ensuring timely
completion and smooth transition to usage through a robust program delivery plan and
updated milestones.
Customer Relationship Management: You will establish and nurture strong
sponsorship and manage the relationships with the customer to drive the execution of
the support coverage model, consumption roadmap & delivery execution oversight and
to enable customer success planning, delivery execution and governance. You will
manage the communication & escalation strategies with key customer stakeholders.
Opportunity and Pursuit Management: You will bring forward customer insights to
sellers to support them in identifying and qualifying opportunities.
Consumption and Delivery Execution: In this role, you will assume leadership in
delivering Microsoft solutions and coordinating the delivery team, aiming to accelerate
the adoption of these solutions and enable customers to achieve their goals.
Additionally, you will define desired outcomes to enhance the performance, health, and
business capabilities of prioritized workloads, ultimately driving the realization of
customer value.
You will be accountable for planning a portfolio of engagements, facilitating crossgroup collaboration, orchestrating resources, maintaining effective communication,
demonstrating analytical capabilities, and paying attention to detail. As a CSAM, you
will be responsible for developing and executing a comprehensive cross-cloud
consumption plan while ensuring the operational health of customer solutions, both
current and future.
Leadership: This role demands excellent communication skills and the ability to
project executive presence and confidence in diverse customer scenarios. As a CSAM,
you will demonstrate leadership in teams consisting of Microsoft, Partner, and
Customer talents engaged in delivering intricate solutions for overall customer
success. You will provide leadership and orchestration across the Customer Success
Unit (CSU) team, Microsoft technical specialists, customer technical teams, and
Microsoft and partner project teams. Additionally, you will effectively prioritize between
implementing new capabilities, ensuring customer operational health, and fulfilling
Unified contract obligations.
Technical Skilling: You will build technical expertise to align customer goals with Microsoft
solutions, proposing outcomes for solution deployment and health. You will identify and
propose outcomes related to the deployment and health of customer solutions and
workloads, leveraging deeper technical resources as needed. You'll also address
technical blockers, provide engineering feedback, and drive product and solution improvement.
Experience: You must have a proven track record in effectively managing complex
technical engagements and/or programs. Previous experience in a Program Manager or
Engagement Manager role with a focus on Cloud and software/services solutions is
highly desirable and preferred.
Qualifications
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .