Customer Success Account Management

** Overview*
* Are you excited by the opportunity to help organizations get more value from technology while building a career in customer success? As a Customer Success Account Manager (CSAM) on the Americas Customer Success Consumption Excellence team, you will support established Americas customers with significant potential to expand their use of cloud and AI technologies. Many are earlier in their transformation journey, giving you the opportunity to engage at a pivotal stage, strengthen solution health, accelerate Azure and AI adoption, and help customers turn ambitious priorities into measurable business value and scalable long-term success. 

You will learn how Microsoft partners with customers, work alongside experienced account CSAMs, and contribute directly to customer programs and reviews. With coaching and clear playbooks, you will build stakeholder relationships, coordinate delivery activities, track progress, surface risks, and help customers achieve meaningful business outcomes.

You do not need to arrive with prior professional experience or as a fully developed customer success expert. This role is designed to help you grow through structured onboarding, hands-on learning, mentoring, regular feedback, and increasing responsibility as your confidence, technical knowledge, and customer skills develop.

To prepare for the role, you will be enrolled in the Early-in-Profession (EiP) Program. This program exemplifies the company's commitment to developing early-career talent through robust onboarding and mentorship. These programs are designed to accelerate new hires' productivity, integrate them into Microsoft's culture, and set them on a path for long-term growth within the company. Participants in EiP benefit from a comprehensive onboarding experience that includes immersive training, structured job shadowing with colleagues, and continuous support from dedicated mentors.

By investing heavily in the first six months of a new employee's tenure, Microsoft ensures its early-in-career hires build essential skills, confidence, and professional networks that will enable them to excel. 

** Responsibilities*
* Build customer relationships

+ Learn how to engage customers, partners, and internal stakeholders and adapt your communication to different audiences and technical levels.

+ Build foundational relationships with customer stakeholders and technical professionals, supported by experienced colleagues and account team leaders.

+ Look beyond immediate support needs to understand each customer's business objectives, technology roadmap, priorities, and opportunities for greater value.

Help customers achieve success

+ Support customer success planning, customer-facing reviews, engagement prioritization, and conversations with technical stakeholders.

+ Learn Microsoft delivery methods, processes, and tools while helping assess operational health and turn customer priorities into actionable programs of work.

+ Help identify and address customer blockers, including security and compliance risks, by connecting customers with the right Microsoft solutions, services, and expertise.

+ Coordinate delivery resources, contribute to internal program reviews, and support clear, timely communication when issues need escalation.

Connect customer priorities to Microsoft solutions

+ Listen to customer conversations and help connect their goals with Microsoft technologies, services, and the current portfolio of work in their account.

+ Develop your understanding of customer success strategy, Microsoft technology, and the business and technical changes customers are working to achieve.

+ Participate in account-team planning and help connect Customer Success Plans with broader account priorities and deliverable programs of work.

+ Work with account teams to shape practical programs that support adoption, value realization, security, and long-term success.

Improve customer health and delivery quality

+ Support account CSAMs in helping customers continuously improve the health and reliability of their Microsoft solutions by using available resources, support services, and proven practices.

+ Support customer success and…