Customer Success Account Manager

Responsibilities

• Programmatic Territory Management: Develop and execute a territory-wide customer success strategy, leveraging data and automation to manage a large, multi-industry portfolio across both Public Sector and Enterprise Commercial customers. Prioritise accounts and activities based on growth potential, risk, and customer needs, ensuring efficient coverage and impact at scale.
• Customer Relationship Management: Build and nurture relationships with key stakeholders across your patch, enabling quality solution planning, delivery execution, and governance. Adapt engagement models to suit the agility and pace of Major Growth accounts in both segments.
• Customer Strategy and Growth: Partner with account and specialist teams to drive strategic conversations, aligning customer objectives with Microsoft’s goals. Identify and capitalise on opportunities for expansion, cross-sell, and upsell across your territory.
• Consumption Leadership at Scale: Lead the delivery of Microsoft solutions, orchestrating internal and partner resources to accelerate cloud adoption and usage across multiple accounts. Use programmatic motions and digital touchpoints to drive consistent outcomes.
• Delivery and Programme Management: Oversee programme planning and customer-facing reviews at scale, managing stakeholders to address agreed outcomes and account priorities. Implement best practices for delivery excellence and operational health across your territory.
• Customer Health and Success: Proactively monitor and manage customer health across your portfolio, using telemetry and structured programmes to identify risks, drive remediation, and ensure customer satisfaction and retention.
• Technical Relevance: Maintain broad technical competency across Microsoft solution areas to provide credible advice and connect customer business goals to Microsoft technologies.
• Agility and Innovation: Embrace a growth mindset, continuously adapting to the evolving needs of Major Growth accounts and leveraging new tools, processes, and insights to deliver value at scale.

Qualifications

• Degree in Engineering, Information Technology, or a related field.
• Experience in customer success, account management, service management, consulting, or portfolio management, ideally with exposure to high-growth or multi-industry customer segments.
• Demonstrated experience managing a large, diverse portfolio of customers using programmatic, data-driven approaches.
• Proven ability to drive outcomes at scale, leveraging automation, digital engagement, and territory planning.
• Experience in incident management, cross-team orchestration, and delivering at pace in agile environments.

• Strong understanding of Microsoft Cloud (Azure, M365) and AI platforms.

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.