Principal Customer Success Account Manager

3 weeks ago


Singapore MICROSOFT REGIONAL SALES PTE. LTD. Full time
Roles & Responsibilities

Overview

Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities. Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback.

Responsibilities

Customer Relationship Management

  • Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate effectively in business value conversations.
  • Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Expands and holds accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
  • Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. Shares industry trends with customers in terms of Microsoft current practices for their industry.

Customer Success Leadership

  • Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, ensure delivery on and continuously refine Customer Success Plans (CSPs), and identify opportunities for consumption optimization. Holds accountability for identified consumption milestones and their completion. Partners with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute CSPs to meet them in order to manage consumption holistically across the entire portfolio. Proactively drives business growth strategies.
  • In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages, improves upon, and streamline Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Proactively anticipates, identifies, and mitigates customer blockers and risks by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
  • Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Embraces the organizational and customer success strategy to maximize customer's investments and value. Drives and agrees upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customer's goals and objectives. Drives account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.

Technical Relevance

  • Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities. Leverages deep foundational industry, technical expertise, and visionary mindset to enable customer success. Articulates cross-cloud technology, solutions, and services in a compelling way to internal and external stakeholders. Evangelizes Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.
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 experienceOR 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.
  • Experience working with Singapore public sector clients and working with Singapore public sector agencies
  • Experience driving value of cloud IAAS/PAAS/SAAS such as Azure / AWS, preferably Microsoft or competitor equivalent certification in relevant technologies (e.g. Azure, 365).

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 experienceOR 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.
  • 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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.


Tell employers what skills you have

Psychology
Leadership
Growth Strategies
Service Management
Customerfacing
Escalation Management
Practice Management
Customer Success
Customer Relationship Management
Environmental Health
Stakeholder Engagement
ITIL
Decision Making
Orchestration
Business Transformation
Delivery Management

  • Singapore LITTLELIVES INC PTE. LTD. Full time

    As a Customer Success Account Manager, you are responsible for the adoption, usage and success of a portfolio of clients. By building trust and enabling the success of your clients, you will be able to drive revenue growth through renewals and upselling. You are the primary customer-facing role, and your insights and relationships will allow you to realise...


  • Singapore DIGIFY PTE. LTD. Full time

    Roles & ResponsibilitiesAs a Customer Success Manager at Digify, you will play a key role in onboarding, engaging, growing, and retaining customers. This dynamic role involves demonstrating our product, educating customers to drive adoption, nurturing them for expansion opportunities and retaining the customers satisfaction. Your primary focus will be on...


  • Singapore DIGIFY PTE. LTD. Full time

    Roles & ResponsibilitiesAs a Customer Success Manager at Digify, you will play a key role in onboarding, engaging, growing, and retaining customers. This dynamic role involves demonstrating our product, educating customers to drive adoption, nurturing them for expansion opportunities and retaining the customers satisfaction. Your primary focus will be on...


  • Singapore GO NET ZERO PTE. LTD. Full time

    Roles & ResponsibilitiesIntroduction to GoNetZero™GoNetZero™ empowers clients worldwide to achieve their net-zero goals. As a global decarbonisation solution provider, it offers comprehensive end-to-end solutions through its digital platform and verified environmental attributes (EAs), including Renewable Energy Certificates and carbon credits. It is the...


  • Singapore GO NET ZERO PTE. LTD. Full time

    Roles & ResponsibilitiesIntroduction to GoNetZero™GoNetZero™ empowers clients worldwide to achieve their net-zero goals. As a global decarbonisation solution provider, it offers comprehensive end-to-end solutions through its digital platform and verified environmental attributes (EAs), including Renewable Energy Certificates and carbon credits. It is the...


  • Singapore MICROSOFT REGIONAL SALES PTE. LTD. Full time

    Roles & ResponsibilitiesOverviewAs a Customer Success Account Management (CSAM) Leader, you will be responsible for a high performing team of Customer Success Account Managers (CSAM’s and CSAM Managers) who are at varying stages of career development, portfolio and program management, cloud service management and technology expertise. This is an exciting...


  • Singapore NAVTOR SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesJob SummaryNAVTOR is a world-leading software development company dedicated to creating innovative solutions tailored for the maritime industry. With a commitment to excellence and a focus on cutting-edge technology, NAVTOR has established itself as a trusted partner serving the global maritime industry. The company boasts a strong...


  • Singapore NAVTOR SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesJob SummaryNAVTOR is a world-leading software development company dedicated to creating innovative solutions tailored for the maritime industry. With a commitment to excellence and a focus on cutting-edge technology, NAVTOR has established itself as a trusted partner serving the global maritime industry. The company boasts a strong...


  • Singapore Customer Labs Full time

    Job OverviewThe Customer Experience Director will be responsible for leading the Customer Service team at Customer Labs, driving business growth through exceptional customer experiences. This role requires a seasoned professional with strong leadership and communication skills.Main AccountabilitiesDevelop and execute strategies to improve customer...


  • Singapore Customer Labs Full time

    Job DescriptionThis role is responsible for overseeing the smooth operation of Customer Service Counters at Customer Labs. The successful candidate will manage a team of Customer Service Officers to provide exceptional service to customers.Key ResponsibilitiesConduct daily briefings with Customer Service Officers to ensure they are informed about mall and...


  • Singapore BIMAGE CONSULTING PTE. LTD. Full time

    Roles & ResponsibilitiesOverview:The Customer Success Manager is responsible for ensuring long-term customer retention, driving adoption of company products or services, and helping customers achieve their desired outcomes. This role involves proactive customer engagement, issue resolution, and acting as the voice of the customer internally to ensure...


  • Singapore BIMAGE CONSULTING PTE. LTD. Full time

    Roles & ResponsibilitiesOverview:The Customer Success Manager is responsible for ensuring long-term customer retention, driving adoption of company products or services, and helping customers achieve their desired outcomes. This role involves proactive customer engagement, issue resolution, and acting as the voice of the customer internally to ensure...


  • Singapore Trellix Full time

    **About Trellix**: **_Role Overview:_** Serves as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products/services. **ABOUT THE ROLE** - You will be...

  • Accounts Assistant

    4 weeks ago


    Singapore ACCOUNT-INK PTE. LTD. Full time

    Roles & ResponsibilitiesAbout Us:At Account-Ink Pte Ltd, we specialize in delivering corporate secretarial, accounting, tax, and advisory services to empower businesses in Singapore. Our mission is to help businesses streamline operations, ensure compliance, and drive growth through innovative solutions.We believe in fostering a collaborative and dynamic...

  • Accounts Assistant

    4 weeks ago


    Singapore ACCOUNT-INK PTE. LTD. Full time

    Roles & ResponsibilitiesAbout Us:At Account-Ink Pte Ltd, we specialize in delivering corporate secretarial, accounting, tax, and advisory services to empower businesses in Singapore. Our mission is to help businesses streamline operations, ensure compliance, and drive growth through innovative solutions.We believe in fostering a collaborative and dynamic...


  • Singapore ALLEGIS GROUP SINGAPORE PRIVATE LIMITED Full time

    Roles & ResponsibilitiesJob Description & RequirementsCustomer Relationship Management Nurture, establish, and develop relationships with key customer stakeholders to enable quality solution planning, delivery execution, and governance. Manage customer relationships with a focus on understanding business priorities and how they align and realize business...


  • Singapore ALLEGIS GROUP SINGAPORE PRIVATE LIMITED Full time

    Roles & ResponsibilitiesJob Description & RequirementsCustomer Relationship Management Nurture, establish, and develop relationships with key customer stakeholders to enable quality solution planning, delivery execution, and governance. Manage customer relationships with a focus on understanding business priorities and how they align and realize business...


  • Singapore RSM STONE FOREST ACCOUNTSERVE PTE. LTD. Full time

    Roles & ResponsibilitiesJob DetailsWe are looking for a commercial customer success manager to work in our customer success team. You’ll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement, in-line with GWI’s growth strategy across your book of business. Working with...


  • Singapore RSM STONE FOREST ACCOUNTSERVE PTE. LTD. Full time

    Roles & ResponsibilitiesJob DetailsWe are looking for a commercial customer success manager to work in our customer success team. You’ll be responsible for helping to implement and execute an account retention plan focusing on driving high renewal rates and client engagement, in-line with GWI’s growth strategy across your book of business. Working with...


  • Singapore KEYWORDS INTERNATIONAL PTE. LTD. Full time

    Roles & ResponsibilitiesWe are looking for our first Customer Success Manager to work with our growing Europe customers. In this role, you will be working with customers in Europe, among other places.You’ll have the opportunity to work with today’s leading B2C brands, as they begin their journey to provide the customer support experience that their...