Principal Customer Success Account Manager

Overview

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

As a Principal Customer Success Account Manager, you will help customers realize value by being the strategic orchestrator lining up the right resource at the right time for some of the most strategic clients in Singapore Public sector. This opportunity will allow you to accelerate your career growth, develop deep business acumen and hone your consultative skills. The role is for Singapore public sector based customers.

Are you able to lead the tech-savvy cloud loving person that has Cloud and IT (information technology) Service Management blood running in your veins? Do you want to be that key person that helps our more strategic enterprise customers achieving the most out of the Microsoft products and services they use? Do you get your energy from making your customers succeed in making their strategic and transformational cloud projects real?

As a Principal CSAM, you are the primary delivery lead for an assigned set of clients as well as the coach and mentor for a v-team of other CSAMs within the same pod. You will have a dual role of empowering clients to achieve more by accelerating their value realization across our Digital Cloud platforms and also scaling your impact through strategic alignment with peers. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

You should be willing to lead, navigate through ambiguity and be energized by orchestrating a diverse set of internal and external stakeholders for helping clients trust and growth with Microsoft. Check out the CSAM role in the Customer Success Unit at Microsoft! Be ready to make impact! This role is flexible in that you can work up to 30% from home and maximizing time at client location is highly encouraged.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Customer Relationship Management

You will build and lead strategic relationships with key customer stakeholders, partners, and technical professionals, aligning customer business, technology, security, and resiliency priorities with Microsoft capabilities. You will orchestrate internal and external stakeholders, lead executive business-value conversations, and use industry insights to drive customer transformation, solution delivery, and environmental health.

Customer Success Leadership and Customer Strategy and Growth

You will drive alignment between customer objectives and the Microsoft portfolio, linking Customer Success Plans with account priorities and developing programs of work. You will challenge customer thinking, influence strategic decisions, and drive adoption, consumption, operational health, security, and business growth by aligning Microsoft technology and services with the customer’s priorities.

Customer Success Leadership - Delivery and Program Management

You will lead strategic program planning, customer-facing reviews, engagement prioritization, and delivery orchestration to achieve agreed customer outcomes. You will proactively identify and mitigate delivery, operational, security, and compliance risks, mobilize the right resources, lead escalation management, and continuously improve delivery approaches to accelerate value realization and customer success.

Consumption and Value Realization

You will drive and track consumption milestones, identify and remove adoption blockers, and optimize usage across the customer portfolio. You will partner with customers to understand business priorities, identify cross-sell and add-on opportunities, refine Customer Success Plans, and orchestrate Microsoft resources to accelerate adoption, consumption, value realization, and business growth.

Technical Relevance

You will apply industry and technical expertise to align Microsoft cross-cloud solutions and capabilities across Azure, Security, Modern Work, and Dynamics with customer priorities. You will articulate Microsoft technology, solutions, services, and roadmap to internal and external stakeholders, strengthen Microsoft’s competitive position, and enable customers to accelerate their digital transformation.

Required/minimum qualifications

Bachelor'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 Master'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 equivalent experience.

Additional or preferred qualifications

7+ years relevant work experience within Public sector industry such as government, healthcare, public safety, defence

Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).

Prosci or equivalent certification

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Insights from previous hires

Top skills: Business Development

Common previous titles: Digital Specialist, Senior Specialist, Senior Manager Customer Success, Senior Account Strategist, Specialist, Program Manager, Partner Director, Engineer