Customer Success Account Manager

The Customer Success Account Manager (CSAM) is responsible for helping customers realise business value from their Microsoft investments by connecting customer priorities with the appropriate Microsoft solutions, services and expertise. The CSAM works across a portfolio of customers, collaborating with customer stakeholders, the Microsoft Account Team, partners and delivery teams to support customer outcomes across customer health, cloud consumption and usage, and delivery excellence. At the IC3 career stage, the CSAM is developing greater independence in managing customer relationships and delivery, while leveraging the expertise and support of the wider Microsoft team when required. The role supports Australia-based customers and is required to operate within the Australian timezone, maintaining Australian business hours to support effective customer engagement, delivery continuity and internal alignment. This position is based in Malaysia, and applicants must have valid authorisation to work in Malaysia.

Customer Strategy, Experience & Outcomes Understand customer priorities and work with Account Team members to align Microsoft capabilities, services and delivery to those priorities. Establish and maintain effective stakeholder relationships and relationship maps, with support where required. Contribute to the development and ongoing management of Customer Success Plans aligned to identified customer priorities and desired outcomes. Actively participate in regular reviews of Customer Success Plans with customer stakeholders, establishing agreed measures of customer value. Use Customer Success Delivery Reviews to communicate progress, delivered value and important strategic topics. Respond to customer feedback and work with the appropriate teams to close the loop and strengthen the customer experience. Consumption, Usage & Value Realisation Support customers in accelerating business outcomes through adoption, consumption and effective use of Microsoft cloud technologies. Apply disciplined milestone management and prioritisation, working to move committed milestones to completion on time and on target, including partner and internally delivered milestones. Work with Account Team members to understand consumption targets, commitments, current usage and pipeline and identify areas requiring attention. Identify deployed solutions and usage scenarios that have a significant impact on customer business outcomes and cloud consumption. Contribute to consumption and usage planning across customers, partners and Microsoft delivery teams. Identify opportunities to expand existing workloads by understanding the customer's priorities, environment and opportunities for AI adoption. Work collaboratively across Microsoft teams to demonstrate the value of Unified and identify opportunities to expand customer value. Customer Health, Security & Resilience Develop the ability to independently identify opportunities to integrate security into customer conversations. Proactively support improvements in customer health, resilience, availability, security and cost effectiveness through Microsoft Customer Health and Success Programs. Work as an active member of the Microsoft Account Team to ensure customer health is reflected in customer plans and ongoing customer conversations. Identify reactive support trends and work with the appropriate Microsoft support and incident management resources to address them. Support customers in preparing for critical situations and, with appropriate support, take an active role during significant customer incidents. Help customers reduce risk and improve operational health through proactive rather than purely reactive engagement. Delivery Excellence & Governance Identify customer priorities and outcomes across Unified, customer, partner and Microsoft-delivered engagements. Actively contribute to Customer Success Planning and Customer Success Delivery Reviews with customer stakeholders.