Customer Success Manager

We are seeking a proactive Virtual Customer Success Account Manager (vCSAM) to manage customer relationships, ensure satisfaction, and drive successful service delivery. This role requires strong communication skills, attention to detail, and collaboration with various teams.

As a vCSAM, you will leverage your technical expertise, business acumen, and industry perspectives to orchestrate post-sales delivery and support of Microsoft’s products and services in partnership with primary delivery leads, empowering customers to achieve meaningful business outcomes by accelerating value realization and service utilization.

If you are tech-savvy with a passion for Cloud and IT Service Management, and enjoy helping strategic enterprise customers maximize their use of Microsoft products, this role is for you.

Responsibilities

Reactive and Proactive Support Management:

• Identify trends, dependencies, and failures to provide proactive solutions.
• Monitor trending incidents to engage in proactive upgrades and address common themes.
• Collaborate with account team peers to develop account plans and engage customers in strategic alignment discussions.
• Chair weekly meetings with Incident Managers (IM) to identify and implement improvements.

Customer Engagement and Training:

• Build relationships with key customer stakeholders and decision makers to ensure effective solution planning, delivery, and governance.
• Conduct Service Hub customer training sessions.
• Coordinate Copilot workshops with Customer Success Account Managers (CSAM) and Customer Success Associates (CSA), including use case tracking and follow-up questions.

Reporting, Analysis, and Project Management:

• Prepare escalation summary reports for Customer Success Account Managers (CSAM) and heads of Customer Success Services (CSS).
• Maintain Power BI reporting by summarizing and providing key insights across all customer engagements.
• Track and analyze account metrics, including Unified Credit usage and customer satisfaction scores.
• Participate in various programs to drive the adoption and utilization of Copilot (AI) services

Required (Minimum) Qualifications

• Bachelor’s degree in Business, Sociology, Psychology, Computer Science, Information Systems, or a related field and 3+ years/8+ years in customer success, technology or solution delivery, practice management, customer-facing consulting, or portfolio management.
• OR equivalent experience.

Additional (Preferred) Qualifications

• Microsoft or competitor equivalent certification (e.g., AWS) in relevant technologies (e.g., Azure, M365, D365, AI).
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent.
• Strong analytical and problem-solving skills with excellent communication and interpersonal skills.
• Proficiency in Microsoft 365 products, including Excel and Power BI.

Candidate Profile Requirements

• Candidates should have strong project management and organisational skills.
• Need to be capable of engaging in senior-level discussions on technical topics (without being deeply technical themselves).
• Target experience levels: 3–5 years for some roles, 8+ years for others.

• Location:

  Bangalore (Work-from-home setup)
• Note: While this is a remote role, the client requires team members to be based in Bangalore, as occasional visits to customer locations may be necessary.