Senior Principal Customer Success Account Manager

Job Description

Overview

As a Senior Principal Customer Success Account Manager, you are an integral part of the customer account team, leading on driving value and business realisation for our customers.

This role is a senior account leader role which builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Drives strategic relationships from Customer Success level; identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities. Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback.

Responsibilities

As a Customer Success Account Manager, you will:

• Build and nurture strategic relationships with key customer stakeholders, partners, and internal teams, guiding conversations to achieve customer business objectives and maximize their investment in Microsoft.
• Lead business value discussions at executive levels, coach others in effective communication, and orchestrate solution delivery across diverse teams.
• Develop and execute Customer Success Plans (CSPs), proactively identifying and resolving blockers to product adoption and consumption, and drive business growth strategies.
• Partner with customers to understand their business priorities, optimize usage, and deliver ongoing success through strategic program planning and review.
• Align Microsoft’s cross-cloud solutions (e.g., Azure, Modern Work, Dynamics) to accelerate customer digital transformation, leveraging deep industry and technical expertise.
• Evangelize Microsoft’s technology roadmap, challenge customer thinking, and drive transformation towards modern digital approaches.

The skills and capabilities required for this role are:

• Change Management: Defines and implements procedures or technologies to adapt to, control, and influence change in the environment.
• Creativity: Applies ingenuity and imagination to design and construct inclusive products, services, or initiatives.
• Data Analysis: Gathers and analyzes information from various sources to draw conclusions and generate solutions that add value to business strategies.
• Decision Making: Makes informed decisions quickly in fast-paced environments by diagnosing issues and evaluating alternatives and trade-offs.
• Executive Relationships: Confidently interacts with senior leaders, addresses concerns, and maintains professionalism in high-pressure situations.
• Influencing for Impact: Acts as a trusted advisor, collaborates across teams, and leverages networks to achieve impactful outcomes.
• Problem Solving: Identifies problems, evaluates options, and implements effective solutions.
• Championing Company Messaging: Advocates for the brand by crafting clear, persuasive narratives that reinforce the company’s mission and values.
• Driving Customer Health Excellence: Proactively improves customer health outcomes by leveraging resources and focusing on operational excellence.
• Maximizing Delivery Excellence: Leads customer success planning, orchestrates resources, and ensures quality standards throughout delivery.

Qualifications

Required/Minimum Qualifications

• Master's degree in business, Sociology, Psychology, Computer Science, or related field, with strong and proven customer success experience, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Bachelor's degree in business, Sociology, Psychology, Computer Science or related field, with strong and proven customer success experience, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.

Additional or Preferred Qualifications

• Strong and proven experience within customer industry.
• Certification in relevant Microsoft solutions (e.g., Azure, M365) or similar solutions
• Relevant professional certifications e.g.
  • Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
  • Project Management Institute (PMI) or equivalent certification.
  • Prosci or equivalent Change Management certification.

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.