Customer Success Account Mgmt

**As a Customer Success Account Manager (CSAM)** at Microsoft in Finance industry, you will be the **strategic orchestrator** of customer success, responsible for driving **business outcomes**, **cloud adoption**, and **customer health** across Microsoft's commercial cloud portfolio. You will lead engagements that deliver measurable value, build trusted relationships, and ensure customers realize the full potential of their Microsoft investments.
**Responsibilities**:
**Customer Health Excellence**
- Lead proactive engagements to improve customer resiliency, security, and operational health.
- Drive Customer Success Delivery Reviews (CSDRs) to articulate value and track progress.
- Manage reactive support through coordination with internal teams and ensure readiness for critical incidents.**Consumption & Usage Excellence**
- Accelerate workload expansion across Azure, Modern Work, Security, and Business Applications.
- Forecast and analyze consumption trends to identify gaps and opportunities.
- Lead planning and execution of consumption motions (Job 1 and Job 2) aligned to customer priorities.**Delivery Excellence**
- Create and execute Customer Success Plans (CSPs) aligned to top customer priorities.
- Leverage Microsoft's Delivery Center and scale engines to ensure efficient and impactful delivery.
- Participate in community leadership and share best practices across global CSAM networks.**AI Transformation**
- Act as a trusted advisor to accelerate AI and Copilot adoption.
- Engage in strategic conversations to align AI capabilities with customer business goals.
- Continuously develop technical skills in AI and contribute to Microsoft's AI transformation journey.
**Qualifications**:
**Required/minimum qualifications**
- 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 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 equivalent experience.
- Fluency in English and Brazilian Portuguese.
- Strong understanding of Microsoft cloud technologies (Azure, M365, Dynamics 365, Security).
- 5+ years relevant work experience within Finance industry.
**Additional or preferred qualifications**
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ 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 12+ 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).
- 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
- Strong experience in customer success, cloud delivery, or technical account management.
- Ability to lead strategic customer engagements and drive measurable outcomes.
- Excellent communication, stakeholder management, and planning skills.
- Experience in managing complex customer portfolios and orchestrating cross-functional teams.
- Passion for continuous learning, especially in AI and emerging technologies.

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