Customer Success Account Manager

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Kundframgång

I korthet

The Customer Success Account Manager (CSAM) is responsible for the end-to-end success of the customer, translating business priorities into actionable programs and driving value realization. This role involves managing service delivery, project execution, and commercial contributions to ensure customer satisfaction, renewal, and expansion.

Ansvarsområden

Own and maintain the customer's success plan and delivery roadmap, refreshed with sponsors quarterly.
Act as the single point of contact for critical escalations, driving internal bridges and communicating business impact to executives.
Govern technical health, including reactive support, problem management, resilience, and security readiness, driving remediation to closure.
Prepare the customer's environment for critical business events.
Drive adoption and consumption of committed workloads and evidence the value delivered.
Define scope, objectives, and acceptance criteria for engagements with named owners and dates.
Sequence the roadmap against the customer's business calendar and protect the critical path.
Maintain a live risk and issue register with quantified impacts and mitigation dates.
Run the governance model including operational reviews, steering forums, and executive business reviews.
Produce a single source of truth for status, milestones, consumption, and realized outcomes.
Coordinate delivery resources and partners.
Own the renewal strategy and value narrative.
Track consumption against contracted commitments and act on under-consumption risk.
Identify, qualify, and hand off expansion opportunities with technical context and sponsorship.
Support negotiation with usage data, delivery evidence, and business-outcome framing.
Map and grow stakeholder networks, from IT operations to C-level.
Document compliance and risk positions for unsupported or out-of-policy solutions.
Keep internal systems and trackers current for reporting.
Share learnings, escalation patterns, and reusable assets with the CSAM team.

Krav

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 3+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR 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 OR equivalent experience.
Proficiency in English (written, reading, conversational).
Proficiency in written, reading, and conversational Brazilian Portuguese and English.

Önskade kvalifikationer

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 OR 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 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.
Proven track record managing large enterprise or public-sector accounts, including complex, multi-vendor environments.
Demonstrated experience leading critical escalations with executive exposure, and owning the outcome through to preventive action.
Track record of owning or materially influencing a commercial number — renewal, consumption target or pipeline contribution.
Experience running multi-workstream programs with formal governance, milestones and management.

Förmåner

Microsoft is an equal opportunity employer.
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.
Assistance with religious accommodations and/or reasonable accommodation due to a disability during the application process is available.

Färdigheter

Project ManagementCustomer SuccessRisk ManagementITILAzureMicrosoft 365

#Customer Success#Account Management#Program Management#Delivery#Commercial#Sales

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