Customer Success Account Manager
Há 7 dias
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.
The CSAM (Customer Success Account Manager) position works with a focus on the customer and is responsible for managing and orchestrating delivery activities within a Microsoft account (or set of accounts). That is, it is the person who tracks customer success, support and transformation activities.
The top priority is the successful adoption and productive use of Microsoft cloud technologies by customers, focusing on Relationship Management, Account Planning, Delivery Management, Portfolio and Program Management. It is also necessary to have technical knowledge with Resource Orchestration and Success, maintaining and improving the operational health of the customers' environment.
**Responsibilities**:
- Customer management, internal and external. CSAM is a relationship position with a lot of interaction, whether online or face-to-face. It is a position that requires constant contact and the day to day creates opportunities for constant new interactions. The relationship takes place from the technical level of the clients to the executive level (C-Level) in conversations mainly about digital transformation, innovation and that add value to the business.
- Orchestration and management of multiple tasks in parallel. CSAM does not necessarily carry out all activities, but monitors and leads different work fronts across other areas to ensure the success of the client. In most situations it is not necessary to get down to the task level, but mínimally to have a summary and executive understanding of what is going on (as a Project/Program Manager). It makes constant use of several tools for updates and controls.
- Constant learning. It is a position in constant change and evolution. In addition to the general technical study of our product portfolio, mainly focused on cloud, CSAM is expected to have knowledge of the vertical of its territory (eg Finance, Telephony or Retail). To be able to combine Microsoft's technological solutions with the digital transformation needs of customers.
**Qualifications**:
- Program Management / Project Management (desirable);
- Experience with management and relationship with customers (Support / Help Desk / Customer Success Areas);
- Intermediate English (Writing and Speaking); and Portuguese speaker
- Orchestration and coordination of themes between areas and different organizational levels;
- Deliver results through collaboration and relationships;
- Sense of urgency and critical sense for escalations;
- Overview and knowledge of Microsoft technologies. Especially cloud-related (desirable);
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