Customer Success Account Management

About the Role

As a Customer Success Account Manager (CSAM) on the Americas Customer Success Consumption Excellence team, you will support established Americas customers with significant potential to expand their use of cloud and AI technologies. This role is designed for growth through structured onboarding, hands-on learning, mentoring, regular feedback, and increasing responsibility. You will be enrolled in the Early-in-Profession (EiP) Program, which includes immersive training, structured job shadowing, and continuous support from dedicated mentors.

Key Responsibilities

• Build Customer Relationships
• Learn to engage customers, partners, and internal stakeholders, adapting communication to different audiences and technical levels.
• Build foundational relationships with customer stakeholders and technical professionals, supported by experienced colleagues and account team leaders.
• Understand each customer’s business objectives, technology roadmap, priorities, and opportunities for greater value.
• Help Customers Achieve Success
• Support customer success planning, customer-facing reviews, engagement prioritization, and conversations with technical stakeholders.
• Learn Microsoft delivery methods, processes, and tools while assessing operational health and turning customer priorities into actionable programs.
• Identify and address customer blockers, including security and compliance risks, by connecting customers with the right Microsoft solutions, services, and expertise.
• Coordinate delivery resources, contribute to internal program reviews, and support clear communication for escalations.
• Connect Customer Priorities to Microsoft Solutions
• Listen to customer conversations and connect their goals with Microsoft technologies, services, and the current portfolio of work.
• Develop understanding of customer success strategy, Microsoft technology, and customer business and technical changes.
• Participate in account-team planning and connect Customer Success Plans with broader account priorities and deliverable programs.
• Work with account teams to shape programs supporting adoption, value realization, security, and long-term success.
• Improve Customer Health and Delivery Quality
• Support customers in continuously improving the health and reliability of their Microsoft solutions.
• Support customer success and cloud-consumption planning through regular, well-prepared communication.
• Coordinate people and resources, follow quality standards, and help deliver a consistent customer experience.
• Track risks, dependencies, decisions, and commitments; raise concerns early.
• Grow AI Technical Knowledge and Influence
• Build technical aptitude and industry awareness to translate customer conversations into clear business impact and value.
• Bring curiosity and creativity to the design and execution of customer programs, services, and success initiatives.
• Learn to influence through collaboration, bringing together the right people and communicating clearly.

Requirements & Tech Stack

• Cloud technologies
• AI technologies
• Azure
• Microsoft solutions

Qualifications

• Required/minimum qualifications
• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field OR equivalent experience.

No prior professional experience or expert-level customer success knowledge is required.

• Additional Or Preferred Qualifications
• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 2+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
• Exposure to customer planning, project coordination, technology, data analysis, service delivery, or stakeholder communication in any academic, community, or professional setting.