Sr. Customer Success Account Manager (CSAM)

Job title : Sr. CSAM

Location : HYBRID-local candidates to Dallas, TX who can come onsite 3 days / week to Irving, TX (this is required) Can be flexible on what days but must be comfortable coming in 2 / 3 days a week

Type : Contract

Contract length : 18 months

Interview process : 1-2 virtual interviews

Citizenship : USC or GC holder (be able to work on w2)

Screenings : background once hired

Pay : starts at $50 / hour and ranged to $58 / hour MAX based on expereince

Start date : ASAP- 2 weeks from IV

weekly pay, benefits, 15 days of PTO a year (starts accruing day 1 (1.5 hours added a week-can use after 90 days).

Candidate Requirements :

• DFW local comfortable commuting onsite up 3 days a week to Las Colinas in Irving, TX
• at least 5+ years of experience- Understanding of project management methodologies like waterfall and agile, communication skills, Azure
• 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
• 5-8 overall years of experience in account management , customer engagement, etc.

Candidate Requirements

Degrees or certifications required : Certifications for Azure are preferred

Preferred Qualifications :

Duel English and Spanish speaker

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

o o 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

o o 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.

Leadership : Effective communication skills, executive presence, and confidence in varying customer situations. Ability to lead teams comprised of Microsoft, Partner, and Customer resources.

Relationship Building : Demonstrated success in building relationships with senior customer executives in large or highly strategic accounts.

Ability to manage various stakeholder relationships and get consensus on solutions / engagements.

Program Management : Excellent skills in planning, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail.

Accountable for the development and execution of a cross-cloud consumption plan and operational health of customer solutions.

Collaboration and Communication : Demonstrated success in driving decisions collaboratively, resolving conflicts, and ensuring follow-through.

Effective presentation skills and comfort with both large and small audiences and various levels of management.

Technical Acumen : Experience with cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred.

Understanding of partner ecosystems and ability to leverage partner solutions to solve customer needs preferred.

About the role :

The A-Customer Success Account Manager builds and executes shared plans with customers. The A- CSAM will manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts.

The CSAM will enable customers to use their benefits effectively and will provide direction for other members of the Account Team to develop a deep understanding of their customers business and technical objectives.

The CSAM will set priorities for Microsoft to contribute to the customers success in those areas and will plan the delivery of services to achieve success criteria for top priority solutions and workloads.

Lastly, the CSAM will provide direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads and will develop and execute technical skilling plan to build technical expertise aligned with customer and business priorities.

The client'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.

We are looking for a highly motivated and passionate Additional Customer Success Account Manager (CSAM) to drive program management for strategic customers that have a global, complex, cross-cloud digital footprint.

As the AC-SAM you will drive consumption planning & execution, as well as the acceleration of cloud adoption from Pilot / Minimum Viable Product to production for customer cloud engagements .

This will be done by providing cross-engagement oversight, resource orchestration, and blocker escalation, all while operating in close collaboration with key account team unit members and business partners who are supporting customer success.

Purpose of the Team : The purpose of this team is to focus on customer success, specifically through account management and strategic resource engagement.

The role in question is primarily centered around customer success.

Key projects : Engaging with stakeholders and understanding technology, Being consultative and collaborative both within and outside the team, Managing projects using methodologies like waterfall and agile, Delivering customer-specific learning and capabilities..

Typical task breakdown and operating rhythm : The role will consist of 20% collaboration, 60% meetings, 20% heads down.

Performance Indicators : Performance will be assessed based on delivery, feedback from customers and teammates, metrics (delivery excellence, bookings, reactive support).

Unique Selling Points :

• Working at (client name alt) : The prestige and opportunities associated with being part of a leading technology company.
• Career Growth : Potential for future opportunities within Microsoft if the candidate performs well.
• Collaborative Environment : Emphasis on teamwork, support, and collaboration.
• Diversity, Equity, and Inclusion (DEI) : (client name alt) commitment to DEI and the importance of people.
• Positive Work Experience : Testimonials from current employees, such as Eddie, who described (client name alt) as the best place they have worked post-military service.
• By applying to this U.S. based position, relocation does not apply / is not provided for the role.

Responsibilities- Customer Relationship Management :

• You will develop and coach on engagement strategies for customers, partners, and internal stakeholders.
• You will establish and enhance relationships with key stakeholders (internal and external) to ensure successful solution delivery.
• You will expand relationships beyond current contracts by aligning Microsoft strategies with customer priorities.
• You will strive to achieve Trusted Advisor status with key customer executives

Technical Relevance :

• You will align The A-Customer Success Account Manager builds and executes shared plans with customers. The A- CSAM will manage customer executive relationships through business reviews, strategic escalations, and administration of customer contracts.
• You will identify and address complex customer scenarios by collaborating with technical specialists.
• You will drive Microsoft's position in the customer's cloud technology marketplace.

Customer Success Leadership :

• You will demonstrate alignment between customer objectives and Microsoft's portfolio.
• You will promote organizational and customer success strategies.
• You will lead program planning, prioritization, and management to address customer outcomes.
• You will proactively identify and mitigate customer blockers, leveraging Microsoft solutions and services.
• You will proactively surface value, which in turn will lead to a high retention rate on customer renewals
• You will identify opportunities for growth and adoption, aligning Microsoft offerings with customer objectives.

Other

Embody our Culture and Values

Qualifications (This is the standard set-up and wording for this profession / level / discipline, lets tweak it to make it meaningful for your team)