Customer Success Account Manager - Microsoft Canada, Ottawa

About this Opportunity

Join Microsoft Canada's Customer Experience & Success (CE&S) organization in Ottawa, where the mission is to empower customers to accelerate business value through differentiated experiences leveraging Microsoft’s products and services. If you are passionate about cloud technology and IT service management, and thrive on helping strategic enterprise customers achieve the most from their Microsoft investments, this opportunity is for you. This is a prime opportunity for sales professionals seeking jobs in Ottawa within a dynamic, customer-focused environment.

As a Customer Success Account Manager (CSAM), you will serve as the primary delivery lead and a trusted partner for our most strategic customers. Your role is pivotal in empowering them to achieve more by accelerating their value realization across Microsoft’s Digital Cloud platforms. Leveraging your technical expertise, business acumen, and industry perspectives, you will be responsible for the end-to-end post-sales delivery and support orchestration. This involves aligning the right resources across the Microsoft and Partner ecosystem at the right time to achieve critical customer business outcomes. This role offers a unique chance to accelerate your career growth, enhance your delivery management capabilities, and deepen your cloud and industry expertise within Microsoft Canada careers.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees, we foster a growth mindset, innovate to empower others, and collaborate to realize our shared goals. We build on our values of respect, integrity, and accountability daily to create a culture of inclusion where everyone can thrive at work and beyond.

What You'll Do

As a Customer Success Account Manager, your responsibilities will focus on building strong customer relationships, driving strategic alignment, and ensuring successful program delivery to maximize customer value and adoption of Microsoft technologies.

• Support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and health, partnering with other account team leaders and with guidance from experienced colleagues.
• Listen to conversations with customers and begin to align objectives with the current Microsoft portfolio of work in the customer account.
• Align with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work.
• Support the delivery of program planning and customer-facing program reviews, prioritization of engagements, and engagement with key technical stakeholders to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Initiate conversations with customers to connect customer objectives and the current Microsoft portfolio of work in the customer account. Adopt the organizational and customer success strategy and ensure alignment of Microsoft technology and services with customer goals and objectives.
• Meet consumption milestones by tracking adoption and usage of Microsoft products and services, working with customers to identify areas where adoption could be improved, and taking action to drive usage. Develop and leverage an understanding of retention and churn in your customer portfolio to begin identifying potential opportunities where retention may become an issue.

Who We're Looking For

We are seeking a highly motivated individual with a strong background in customer success and technology delivery, capable of driving impactful outcomes for our enterprise customers. Ideal candidates will possess a blend of technical acumen and strong relationship management skills.

Required/Minimum Qualifications:

• Master's Degree in Business, Sociology, Psychology, Computer Science, or a related field AND 3+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; OR
• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or a related field AND 4+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; OR equivalent experience.

Additional or Preferred Qualifications:

• Master's Degree in Business, Sociology, Psychology, Computer Science, or a related field AND 6+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; OR
• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or a related field AND 8+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience; OR equivalent experience.
• 3+ years of relevant work experience within the customer industry.
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, 365).
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent Project Management certification.
• Prosci or equivalent certification.