Senior Customer Success Account Manager (Media and Communications)

Senior Customer Success Account Manager (Media and Communications)

United Kingdom, London, London

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Overview

With over 17,000 employees worldwide, the mission of Microsoft’s Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

As a Customer Success Account Manager, you are an integral part of the customer account team, leading on driving value and business realisation for our customers.

Drives strategic relationships from Customer Success level; 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.

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

Please note that the location for this role is Paddington, London

Responsibilities

As a Customer Success Account Manager, you will:

• Build and nurture strategic relationships with key customer stakeholders, partners, and internal teams, guiding conversations to achieve customer business objectives and maximize their investment in Microsoft.
• Lead business value discussions at executive levels, coach others in effective communication, and orchestrate solution delivery across diverse teams.
• Develop and execute Customer Success Plans (CSPs), proactively identifying and resolving blockers to product adoption and consumption, and drive business growth strategies.
• Partner with customers to understand their business priorities, optimize usage, and deliver ongoing success through strategic program planning and review.
• Align Microsoft’s cross-cloud solutions (e.g., Azure, Modern Work, Dynamics) to accelerate customer digital transformation, leveraging deep industry and technical expertise.