마이크로소프트(Microsoft) - Customer Success Account Manager

회사 소개

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. As a Customer Success Account Manager (CSAM), you are the primary delivery lead and a partner for strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

주요 업무

• Support foundational relationships with key customer stakeholders and technical professionals to enable quality solution delivery and customer health
• Effectively manage customer incidents and escalations end-to-end, coordinating across internal teams to ensure timely resolution and clear communication
• Drive structured incident response processes, provide regular status updates to stakeholders, and lead post-incident reviews (e.g., root cause analysis and improvement actions)
• Listen to customer conversations and align their objectives with the current Microsoft portfolio within the account
• Collaborate with the account team to link Customer Success Plans with account plan priorities and develop bookable programs of work
• Support the delivery of program planning and customer-facing program reviews, prioritize engagements, and interact with key technical stakeholders
• Initiate conversations with customers to connect their objectives with Microsoft solutions and services
• Act as the Consumption and Usage Manager, responsible for meeting consumption milestones by tracking adoption and usage of Microsoft products and services
• Identify opportunities to improve adoption and take proactive actions to drive increased usage
• Develop an understanding of retention and churn trends within your customer portfolio, proactively identifying risks and opportunities

자격요건

• Bachelor's Degree or Master's Degree in Business, Computer Science, or a related field and multiple years of experience in customer success, solution delivery, project or program management, customer-facing consulting, or portfolio management
• Proven experience working as a Customer Success Manager or in a similar customer-facing role
• Strong proficiency in cloud technologies or modern application architectures
• Hands-on experience with Kubernetes-based container orchestration platforms (e.g., deploying, managing, and troubleshooting containerized applications)
• Experience with DevOps practices and tools, including CI/CD pipelines, infrastructure as code, monitoring, and automation
• A proactive individual with a strong 'can-do' attitude and an innovative, out-of-the-box approach to problem-solving
• Fluent in Korean (written and spoken) and Professional working proficiency in English

우대사항

• Practical experience or solid understanding of AI solutions, including applying AI capabilities to real-world customer scenarios and driving adoption
• Experience working across multiple industries
• Microsoft or equivalent certifications (e.g., Azure, Microsoft 365, or AWS certifications)
• Demonstrated experience in program and project management
• Experience supporting enterprise customers with complex cloud environments, including hybrid or multi-cloud scenarios

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