Overview
Senior Customer Success Account Manager - Melbourne at Microsoft. This role is part of the Small Medium Enterprises and Channel (SME&C;) organization, focusing on leading post-sales delivery and driving customer value realization across Microsoft’s cloud platforms in collaboration with Microsoft and partner ecosystems.
Responsibilities
- Customer Strategy & Relationship Management: Build and maintain trusted relationships with customer stakeholders and technical professionals. Align customer objectives with Microsoft’s portfolio through Customer Success Plans (CSPs). Drive adoption, usage, and value realisation across Microsoft’s Cloud platforms.
- Delivery Orchestration: Lead post-sales delivery planning and execution. Coordinate cross-functional v-teams to align resources with customer outcomes. Conduct customer-facing program reviews and prioritise engagements for strategic impact.
- Business Development & Growth: Hunt for new opportunities within customer accounts to expand Microsoft’s footprint. Use solid business acumen to qualify opportunities, understand budget cycles, and articulate value. Identify whitespace and growth areas, initiate strategic conversations, and convert insights into action. Track consumption milestones, address adoption blockers, and drive expansion through proactive engagement. Opportunity creation and growth are key success indicators for this role.
- Leadership & Communication: Demonstrate executive presence and adapt communication style from boardroom to backroom. Model Microsoft’s cultural attributes of respect, integrity, accountability, and inclusion. Collaborate with account teams and contribute to shared goals through strategic planning and execution.
Characteristics of a Successful CSAM
- Proven experience in customer success, delivery management, or cloud transformation roles. Strong business development mindset with a passion for uncovering and pursuing new opportunities. Technical fluency to hold level 100 conversations across Microsoft’s product portfolio. Resilient and adaptable, with the ability to manage competing priorities and drive outcomes. Experience engaging with senior executives and technical stakeholders. Familiarity with IT Service Management and cloud adoption frameworks. Strategic thinking and empathetic planning skills. Experience with manufacturing industry and ERP systems is an added advantage.
Qualifications
Required Qualifications
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR equivalent experience
- This position requires verification of Australian citizenship due to citizenship-based legal restrictions applicable to the role and as a result, you will need to provide a valid passport to verify your citizenship.
Preferred Qualifications
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR equivalent experience
- 3+ years relevant work experience within customer industry
- Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365)
- Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification
- Project Management Institute (PMI) or equivalent Project Management certification
- Prosci or equivalent certification
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.
Seniority level
- Not Applicable
Employment type
- Full-time
Job function
- Sales and Business Development
- Industries: Software Development
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Melbourne, Victoria, Australia
1 week ago
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