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Customer Success Account Manager - Retail



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Customer Service, Sales & Business Development
Melbourne VIC, Australia
Posted on Monday, February 12, 2024
The Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of

Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products andservices, but also because we provide a differentiated and connected customer experience.

As a Customer Success Account Manager (CSAM), for the Retail industry, you are the delivery leader in our account team and a strategic partner to our customers. You are responsible for execution against our Customer Success Contracts and orchestration of cross-functional programs that deliver customer value and enable transformational customer outcomes.

This opportunity will allow you to accelerate your career growth, leverage your delivery management capabilities and deepen your cloud and industry expertise.

This role is flexible in that you can work [up to 50%/up to 100%] from home.


  • Customer Relationship Management - You will nurture, establish, and expand relationships with key C-level customer stakeholders to enable clear understanding of customer priorities and goals to align quality solution planning, delivery execution and governance.
  • Customer Success Leadership – Consumption Leadership Lead the delivery of Microsoft solutions and take ownership of team orchestration and coordination that accelerates production level consumption and customer adoption across all three clouds. Ensure there is alignment to top customer priorities to help our customers get value from their Microsoft investments and leverage support agreement to achieve their goals.
  • Customer Success Leadership – Customer Strategy and Growth Engages conversations with customers and demonstrates alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
  • Customer Success leadership - Delivery and program Management Leads the strategic execution of program planning and customer-facing program reviews, prioritization of engagements, and management of key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
  • Technical Relevance Develop technical competency across a breadth of Solution areas which supports customer advice, connecting their business goals to Microsoft solutions.


  • Master's Degree in Engineering, IT, Business or related field AND 3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • Bachelor's Degree in Engineering, Information Technology, Business or related field AND 4+ year(s) work or internship experience in solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.


  • 3+ years relevant work experience within the retail industry.
  • Project Management Institute (PMI) or equivalent Project Management certification.
  • Prosci or equivalent change management certification.


Breadth Of Knowledge Across Solution Areas Including

  • Solid understanding of Microsoft’s products, technologies and solutions
  • Technologies: Cloud, mobile, web application development, cloud-native application architecture
  • Microsoft certification in relevant technologies (e.g.: Azure, M365), or competitor equivalent.
  • Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

This job is no longer accepting applications

See open jobs at Microsoft.