Assesses CSP partners’ support capabilities, shapes improvement plans, and delivers technical enablement to increase case self-resolution and reduce escalations to Microsoft.
About this role
The Customer Success Account Manager (CSAM) sits in Microsoft's Customer Success organization and owns post-sales engagement. The role works with customer business and IT decision-makers to connect their objectives with cloud-service use and the realization of business value, supporting digital and AI transformation. It plans and prioritizes support programs for cloud and on-premises workloads, delivers services against contractual commitments, and defines outcomes for workload health, performance and business capability. The CSAM coordinates internal resources and account teams, communicates with customer stakeholders, and manages escalations of significant technical blockers, sharing feedback with engineering teams when appropriate. Depending on support-agreement size, the portfolio is typically one to five customers. Candidates need project-management experience and experience delivering support or consulting services. Strong communication and relationship-building skills are required, along with leadership in coordinating internal and external stakeholders.
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