Customer Success Account Manager - CTJ

Last updated yesterday
Location:Elkridge, Maryland
Job Type:Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Microsoft Federal delivers a single unified organization centered around our customer: All critical customer functions are brought under the same organizational umbrella. Bringing together the breadth and depth in our space with a razor sharp focus on serving the U.S. Government.​ Our federal customers’ expectations of how to contract, interact, and partner with us are changing, and they need to evolve at the pace of the private sector. Launching a nimble, empowered organization with comprehensive resources allows us to work hand in hand with our customers to accelerate their technology innovation, whether through R&D or through direct contracting. ​

Microsoft Federal serves the U.S. Government (USG), allowing Microsoft to support the growing government business. The organization supports the capabilities and requirements to service USG through direct sales, contracting, and billing with the USG. Microsoft Federal entity will meet obligations of manage contracts with the USG through six business teams and three enablement teams.

We are committed to empowering our teams, building upon our strategic investments, and delivering the technology to achieve federal missions. As our federal customers pursue their work, from defending the nation, to serving its citizens in challenging times, they look to Microsoft to help them innovate, and they expect end-to-end engagement tailored to their needs.​

Microsoft has been committed to and continues to heavily invest in supporting our Federal Government. Microsoft Federal offers our full spectrum of products and services, including hardware, software, online products, and consulting and services.

Join us and be one who helps to empower the US government! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact.

Microsoft Services is proud to serve our federal government and offer an opportunity for you to do the same. Providing operational assistance to our Federal Government customers is a gratifying mission and the Microsoft Services team plays a vital role in supporting the successful and accelerated achievement of our customers’ objectives through Microsoft products. The successful candidate must be a U.S. Citizen and has an active US government Top Secret SCI with Full Scope Polygraph. The candidate should be able to start within two weeks.

A Customer Success Account Manager (CSAM) is a trusted business advisor to Microsoft's Premier Support customers, providing valuable guidance around operations and optimization of customers’ IT infrastructure through quality Service Delivery Management. When a Premier customer has deployed a Microsoft product or solution, should something unexpected occur the CSAM, working with Customer Service and Support (CSS), manages the incident to resolution and then follows up to ensure either product improvement within Microsoft or operational improvement within the customer's IT environment. By maintaining a long-term relationship with the customer, the TAM gains an in-depth understanding of the customer’s IT organizations' impact on the overall business, its IT goals, and its IT challenges. This knowledge is then used by the TAM to create a Service Delivery Plan to optimize the customer’s operational success with Microsoft products.


Key initiatives for this role include: Customer health through service delivery, planning and execution; customer satisfaction; emphasis on prevention and consultative advice (ITIL); management of support services to Enterprise Services customers.

Scope and decision making include:

Manages a diverse and complex scope of proactive and reactive support issues.
Solves complex support issues effectively.
Escalates issues, as necessary, for confirmation of solutions or other options as needed.
Assesses customers’ risks and needs and recommends appropriate service offerings to proactively address.
Documents recommendations formally via service delivery plan and presents to customer and virtual account team unit.
Manages the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust.
Makes timely and financially sound decisions with moderate uncertainty or pressure on a consistent basis. Decisions sometimes impact immediate group and other related groups.
Determines most effective method of problem resolution by utilizing internal resources when necessary.
Occasionally leads sharing of best practices with team community.
Consistently establishes and maintains working relationships with internal support delivery teams, customer support teams, customer contracts and materiel representatives.
Establishes and maintains close relationships with Field Sales and MCS to execute on a service account/delivery plan.
Position relies internally upon CSS Support Professionals, Customer Engineers, and their management, MCS Services (Engagement Managers/Project Managers), and Services Account Managers (Services Executives), EPG Account Executives, and Premier/Services regional and worldwide HQs.
Communicates with, and influences, Microsoft Services leadership/management at team level.
External position relies upon Customer Support Manager (CSMs) and named Support Contacts - usually comprised of IT managers and individual technical contributors.


A minimum of 8 years of experience in an enterprise support environment with a strong understanding of corporate account support needs and knowledge of support industry.

Fundamental knowledge in two or more of the following:

Network and desktop operating systems, information worker applications, database systems, messaging, management and operations, security, project management.
Consistently practices strong organizational, communication, project management, negotiation, and problem solving skills.
Contributes to team operational precision by active design of and participation in community initiatives.
ITIL Foundation Certificate preferred.

The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.

The successful candidate must have an active U.S. Government Top Secret Clearance with access to Sensitive Compartmented Information (SCI) based on a Single Scope Background Investigation (SSBI) with Polygraph. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate U.S. Government clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

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