About

Overview

• The Customer Success Account Manager (CSAM) acts as the single customer facing,
• account durable leader responsible for managing and
• orchestrating support delivery activities within an account (set of
• accounts). This is inclusive of customer success, support, and transformation
• activities across the free-to-fee spectrum.  The prevailing business priority is
• the customers’ successful adoption and productive use of Microsoft cloud
• technologies.

• 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 to achieve prioritized customer outcomes.

• Consumption Alignment: Leads prioritized Cloud Success programs, delivery
• engagements and projects to promote stronger One Microsoft collaboration around
• consumption across cloud workloads.  Managing resources and escalating technical
• blockers with follow-through until resolved or workaround identified to
• accelerate time to value.

• Pivot to Proactive: Ensure that customers get the most out of their support
• agreement and fulfill Support contract obligations.  Drives high quality,
• proactive delivery and planning with the customer to realize customer value from
• support through consistent Service Delivery Management for Support execution.
• Prepares the selling environment for the seller.  Partner with Reactive Support
• Management to understand customer health trends and build Operational Health
• Programs and support Reactive Support Management's lead during Strategic
• Escalations.