Customer Success Account Manager (CSAM)
CloudAssist are seeking a Customer Success Account Manager (CSAM) with extensive knowledge of the Microsoft 365 workload.
Customer Success Account Manager (CSAM)
CloudAssist are seeking a seasoned Customer Success Account Manager (CSAM) to join our dynamic team. The ideal candidate will possess in-depth knowledge of Microsoft 365 workload adoption and exhibit both administrative and technical capabilities. This role is responsible for securing the customer’s consent for Microsoft funded workshops and pilots while driving the workshop engagement process and ensuring successful adoption of Microsoft 365 products.
This is a remote position, and preference will be given to candidates with prior experience working from home while effectively interacting with external customers. The candidate must be based in Ireland.
Primary Responsibilities
- Customer Engagement: Leverage your expertise in Microsoft 365 and related technologies to secure and drive customer engagements.
- Adoption Facilitation: Support and encourage customers in effectively adopting Microsoft 365 workloads to meet their business objectives.
- Resource Management: Efficiently schedule and manage resources to ensure timely completion of customer engagement tasks.
- Interpersonal Skills: Utilise strong interpersonal skills to engage customers, uncover new opportunities, and build lasting relationships.
- AI and Technology Integration: Incorporate AI technologies, such as Copilot, to enhance business value and customer experiences.
- Compliance and Governance: Educate customers on compliance, information protection, and governance through Microsoft Purview, without requiring deep security expertise.
- Team Collaboration: Collaborate with team members to develop and deliver new workshops in line with the evolving Microsoft product suite.
Qualifications
- Extensive knowledge of the Microsoft 365 product suite and workloads: This includes familiarity with the various applications and services under Microsoft 365, such as SharePoint Online, Teams, OneDrive for Business and the VIVA Product Suite.
- The candidate should be proficient in guiding customers through the adoption and optimisation of these tools to meet their specific business needs.
- Microsoft 365 certifications and badges are preferred.
- Experience with AI technologies like Copilot is highly beneficial: Knowledge of integrating AI tools to enhance customer experiences and drive business value will be a significant advantage. The candidate should be able to leverage AI to automate processes, provide insights, and improve overall customer satisfaction.
- Proven track record in building and nurturing relationships across organizations: The ideal candidate should have proven experience in developing and maintaining strong relationships with key stakeholders within customer organizations. This involves understanding their business objectives, aligning Microsoft 365 solutions to meet those objectives, and ensuring ongoing support and satisfaction.
Ideal Candidate
- Empathetic, patient, and articulate communicator: The ideal candidate should possess strong empathy and patience, enabling them to understand and address customer needs effectively. They should also be clear and articulate in their communication, ensuring that complex technical concepts are conveyed in a straightforward manner.
- Resourceful in identifying customer challenges: The candidate should have a knack for pinpointing and addressing customer pain points, using their expertise to offer tailored solutions that drive adoption and satisfaction. The role requires a self-motivated individual who can manage their workload efficiently without constant supervision. This includes setting priorities, meeting deadlines, and maintaining a high level of productivity.
- Proactive problem solver: The candidate should not only react to issues as they arise but also anticipate potential problems and take pre-emptive action to mitigate them.
- Strong technical aptitude: While deep security expertise is not required, the ideal candidate should have a robust understanding of Microsoft 365 and related technologies. This knowledge enables them to guide customers through adoption processes and troubleshoot basic issues.
- Customer-focused mindset: The candidate should always prioritize the customer’s needs and satisfaction. This includes being attentive to feedback, continuously improving their approach, and ensuring that customers derive maximum value from the products.
- Adaptability and flexibility: In the fast-evolving tech landscape, the ideal candidate should be adaptable and open to change. They should be willing to learn new skills, embrace new technologies, and adjust strategies as necessary to meet customer demands.
- Collaborative team player: While the role requires independent work, the candidate should also be able to collaborate effectively with team members. This includes sharing insights, participating in team discussions, and contributing to the collective success of the company.
- High ethical standards: Integrity and ethical behaviour are paramount. The ideal candidate should demonstrate honesty, transparency, and a commitment to doing what is right for the customer and the company.
Must-have Requirements
- Candidates must have fluent English and be able to connect and communicate to customers via the Microsoft product suite to build relationships.
- Candidates must ensure a quiet and professional workspace, which includes a lockable door to maintain confidentiality and minimize disruptions.
- A reliable high-speed internet connection is essential, with recommended speeds of 100 MB download and 10 MB upload. Candidates may be requested to provide snapshots of their internet speeds to verify compliance with this requirement.
Compensation
We offer a competitive salary and incentive model, finalised based on job market conditions and the candidate’s experience.
How to Apply
To apply for the Customer Success Account Manager (CSAM) position, please submit your resume and a cover letter detailing your experience with Microsoft 365 workload adoption and customer engagement strategies to [email protected].
For more information about our company, please visit our website: cloudassist.co.
We look forward to welcoming a new member to our team who is passionate about driving customer success and leveraging the power of Microsoft technologies.
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