Customer Success Account Manager - New Zealand

It has never been a more exciting time to join Microsoft as a Customer Success Account Manager (CSAM). The CSAM is a primary customer relationship role within the Microsoft team supporting our customers on their journey to the cloud. We are seeking an experienced and motivated person to join our New Zealand team, where we empower Enterprise Commercial and Public Sector customers across the country to deliver world-class solutions using the best of what Microsoft has to offer.

The CSAM's priority is managing the customer relationship — helping customers adopt and use Microsoft cloud technologies to achieve specific outcomes, realise value and benefit, and have a successful support experience. As a CSAM you will recognise opportunities to improve your customers' experience and help solve their problems with Microsoft solutions, while ensuring the health, resiliency and security of their environment. CSAMs are responsible for the quality delivery of proactive services within the support contract, partnering with Reactive Support Managers to understand customer health trends and supporting their lead during strategic escalations. Alongside owning the support engagement, the CSAM takes a lead role in prioritised Cloud Success programs, bringing the best of One Microsoft to the customer's digital transformation and journey to the cloud.

This role is based in New Zealand. Minor travel is expected.

About You

• Strong relationship management skills are essential — the role requires orchestration across multiple internal teams to drive the best outcomes across a range of customers.
• You can identify high-level strategic business requirements while staying across the daily operational obligations that ensure every customer achieves value from their Microsoft investment.
• You accelerate time to value by managing resources, influencing direction and escalating technical blockers, following through until they are resolved or a workaround is in place.
• You bring a growth mindset to learning and stretching beyond your comfort zone, with a genuine interest in expanding your technical and project delivery knowledge.
• Innovation is a core focus at Microsoft, and this role is no exception — you will draw on relationship, technical and customer knowledge to develop innovative solutions for our customers.

• Drive customer cloud adoption and customer success as the prevailing business priority.
• Work with the customer to create and deliver a program of proactive support services that enhances their experience on the Microsoft platform and supports their journey to the cloud.
• Partner with the core account team to shape the strategic account plan, bringing technical, industry and customer-specific insight that creates value by accelerating cloud usage.
• Create customer value by accelerating cloud consumption and supportability, and by ensuring the health and resiliency of the customer's environment.
• Improve the customer experience through technical intensity and by acting on customer feedback.
• Orchestrate collaboration across the wider Microsoft business to deliver better customer outcomes and the One Microsoft advantage.

Required Qualifications

• Experience: Five to ten years managing the delivery of IT-related solutions and support with measurable impact on business outcomes.
• Relationship Building: Demonstrated ability to build and maintain effective relationships at all levels, creating a partnership approach and securing consensus on the solutions required.
• Technical: Broad understanding of Microsoft technologies and industry direction, including cloud. A cloud certification is desirable but not essential.
• Program Management: Solid grounding in service and operations management, with the ability to create, plan, manage and deliver programs through cross-group collaboration, resource orchestration, clear communication and close attention to detail.
• Account Planning: Experience managing a portfolio of customers and contributing to account planning and renewals
• Collaboration and Communication: Proven track record of driving decisions collaboratively, resolving conflict, and communicating confidently in writing and in person — to audiences ranging from database administrators and technical engineers to senior management and C-level executives.

Preferred Qualifications

• Industry Knowledge: Experience with customers in specific sectors, as well as more broadly, would be an advantage.
• Education: A bachelor's or master's degree, or equivalent work experience in a relevant discipline.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive 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. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.