Customer Success Account Manager - Manager at Microsoft

Tokyo, Tokyo, Japan -

Full Time

Start Date

Immediate

Expiry Date

10 Mar, 26

Salary

0.0

Posted On

10 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Solution Delivery, Practice Management, Consulting, Portfolio Management, Business Value Conversations, Stakeholder Management, Project Management, Team Leadership, Strategic Roadmaps, Customer Retention, Employee Development, Technical Insights, Cross-Sell, Upsell, AI Transformation

Industry

Software Development

Description

Overview ■Customer Success組織についてマイクロソフトは、「Empower every person and every organization on the planet to achieve more.（地球上のすべての個人とすべての組織が、より多くのことを達成できるようにする）」という企業ミッションのもと、お客様の「デジタルトランスフォーメーション」を支援することを最重要活動のひとつとして取り組んでいます。「AI トランスフォーメーション」を実現するための手段として、クラウドをベースにした各種サービスをお客様に活用いただくことになりますが、こうしたサービスは、導入しただけではビジネス変革の目標を達成するのは簡単ではありません。 Customer Success 部門では当社のクラウドサービスを活用してお客様のビジネス変革を成功させる、AI トランスフォーメーションの推進役としてお客様のビジネスおよび IT の意思決定者と共に価値を実現できるようご支援します。 ■Customer Success Account Managerの概要について Customer Success Account Manager (CSAM) は、ポストセールスに責任を持ちお客様のビジネスや IT 目標を理解した上で、お客様との強固なリレーションシップの構築・成果と価値実現を意識したサポートプログラムの提供計画策定と優先度付け・アカウント営業チームなど他部署との密な連携による支援リソースのオーケストレーション・各種技術的なブロッカーの解決に必要なサービス提供により、お客様の AI トランスフォーメーションを成功に導きます。 Responsibilities Expands customer relationships to create cross-sell and upsell opportunities. Leads and coaches business value conversations key stakeholders. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan, and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance. Qualifications Required/minimum qualifications Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. Business level fluency in Japanese and English is required. Additional or preferred qualifications Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. 5+ years relevant work experience within customer industry. 3+ years people management experience. 3+ years experience managing a consumption portfolio. Project Management Institute (PMI) or equivalent Project Management certification. Prosci or equivalent 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.

Responsibilities

The Customer Success Account Manager is responsible for post-sales support, building strong relationships with customers, and orchestrating support resources to ensure successful AI transformation. This role also involves coaching team members and managing performance to maximize customer value and retention.