At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. SME&C is more than a sales organization—it’s a culture of innovation, opportunity, and inclusivity. Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business.

As a Customer Success Account Manager (Adriatics Market), you will play a critical role in driving long-term customer success by building strong, trusted relationships with customers, partners, and internal stakeholders. You will engage across technical, business, and executive levels to understand customer objectives and align them with Microsoft’s solutions and capabilities. In this role, you will lead strategic program planning and customer-facing reviews, ensuring alignment between customer priorities and Microsoft’s portfolio of work. You will collaborate closely with account team leaders to gather insights into customer business and IT goals, identify priorities, and deliver outcomes that enable sustained value and consumption. You will proactively manage stakeholder expectations, prioritize engagements, and oversee the execution of customer success programs to support agreed-upon outcomes. Using data and customer feedback, you will identify, monitor, and mitigate potential blockers to consumption, helping customers realize the full value of their Microsoft investments. This role also includes building and coaching others on effective customer, partner, and internal engagement strategies, contributing to scalable and consistent customer success across the Adriatics market.

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.

• Drive Consumption and Usage Excellence by leading planning and delivery activities that achieve customer outcomes, accelerate consumption and usage, and support customer priorities across Microsoft‑funded and customer‑funded engagements.
• Ensure Customer Health, Security, and Resiliency through proactive operational leadership, partnering with customers to optimize reactive support, problem management, and proactive services to maintain a healthy and resilient environment.
• Deliver Excellence at Scale by creating and executing Customer Success Plans aligned to customers’ top priorities, following MCEM guidance, and leveraging repeatable IP to ensure consistency, rigor, and scalable delivery.
• Act as a Trusted Advisor for AI and Copilot Adoption, preparing customers for AI transformation by aligning customer needs with solution area playbooks and driving adoption across Microsoft solution areas.
• Build and Maintain Strong Customer Relationships by developing trusted partnerships with technical, business, and executive stakeholders, coaching others on engagement models, and expanding relationships beyond current Unified Support consumers.
• Lead Customer Success Execution by orchestrating internal and external delivery resources, prioritizing engagements, managing stakeholder expectations, and leading customer-facing program reviews to deliver agreed outcomes.
• Identify and Remove Blockers by proactively monitoring customer health, identifying risks to delivery or consumption, and mitigating issues through Microsoft solutions, services, and escalation management.
• Influence and Align Stakeholders by leading executive-level business value conversations, mapping internal roles to customer priorities, and challenging internal stakeholders to stay aligned with customer outcomes.
• Continuously Develop Capability and Impact by building technical and professional skills aligned to Microsoft and customer priorities, leveraging career stage guidance, and taking ownership of personal development.