Customer Success Account Manager - Microsoft Jobs Montreal

AI Summary

This Customer Success Account Manager (CSAM) role at Microsoft Canada in Montreal, QC, focuses on accelerating value realization for strategic clients. The position involves orchestrating end-to-end post-sales delivery and support across the Microsoft ecosystem. Top requirements include a Bachelor's degree with six years of experience in customer success or solution delivery, or a Master's with four years, alongside proficiency in both English and French.

About the Opportunity

Microsoft Canada is seeking a dedicated Customer Success Account Manager to join its Customer Experience & Success (CE&S) organisation in Montreal, Québec. This pivotal role is designed for individuals passionate about cloud technologies and IT Service Management, who are driven to help strategic enterprise clients maximise the value from their Microsoft investments. As a CSAM, you will be the primary delivery lead and a trusted partner, empowering clients 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 within the Microsoft and partner ecosystem. This involves aligning the right resources at the right time to ensure clients meet their business outcomes. This opportunity allows for significant professional development, strengthening delivery management capabilities, and deepening expertise in cloud and industry solutions. Microsoft's mission is to empower every person and every organisation on the planet to accomplish davantage, fostering a culture of respect, integrity, and accountability.

Driving Client Success and Strategic Growth

In this role, you will be instrumental in managing client relationships, fostering trust with key stakeholders and technical professionals to ensure quality solution delivery and overall service health. You will engage with clients to understand their objectives, aligning them with the current portfolio of Microsoft solutions and services deployed within their accounts. Collaborating closely with the account team, you will link Customer Success Plans (CSPs) with broader account plan priorities, developing actionable programmes of work. Your leadership in customer success will extend to program planning, conducting client-facing program reviews, and prioritising engagements to address agreed-upon customer outcomes and strategic account priorities, ensuring sustainable success. You will initiate discussions with les clients to clearly connect their business objectives with existing Microsoft solutions, applying the organisational customer success strategy to align Microsoft technology and services with their goals. A key responsibility is meeting consumption milestones by tracking the adoption and usage des produits et services Microsoft. You will work with clients to identify areas for improved adoption, implement actions to drive increased usage, and develop an understanding of retention and churn risks within your client portfolio to proactively address potential issues.

Qualifications and Expertise

To be successful as a Customer Success Account Manager at Microsoft Canada, candidates must possess a Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or a related field, coupled with at least six years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management. Alternatively, a Master's Degree in a similar field with at least four years of relevant experience is acceptable. An equivalent combination of education and experience will also be considered. Proficiency in both English and French is a bona fide occupational requirement for this role, essential for technical and specialised tasks and for integrated collaboration with global colleagues and diverse clients. Preferred qualifications include five or more years of relevant work experience within the client's industry, along with a Microsoft certification or an equivalent competitor certification (e.g., AWS) in relevant technologies such as Azure or Microsoft 365. An Information Technology Infrastructure Library (ITIL) Foundation certification or an equivalent service management certification is also highly valued. This role offers a unique chance to make a significant impact on les clients' journeys with Microsoft.