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Customer Success Account Manager
About this role
Role: Customer Success Account Manager for Microsoft in Lagos. The role focuses on building and expanding relationships with key customer stakeholders and technical professionals to support high-quality, secure solution delivery, and coordinating internal and external teams to meet customer priorities and maintain account health.
What you would do
- Develop and sustain relationships with key customer stakeholders and technical professionals to support delivery and overall account health.
- Lead strategic programme planning and customer-facing reviews, prioritising engagements and aligning stakeholder expectations to achieve agreed outcomes and account health.
- Engage customers in business-value and technology discussions that align Microsoft solutions to their goals, focusing on security, resilience, and digital transformation in cloud and modern work contexts.
- Collaborate with account teams to create and implement customer success plans linked to broader account strategies and industry transformation programmes, turning them into bookable work programmes.
- Proactively identify and address blockers to usage and adoption using data analysis and customer feedback, coordinating resources to resolve issues and uncover opportunities for growth and retention.
What they are asking for
- Master’s degree in Business, Sociology, Psychology, Computer Science or related field with 5+ years of customer success or related experience, or Bachelor’s degree with 6+ years, or equivalent.
- Experience building and maintaining relationships with senior customer executives in large, complex or strategically important accounts.
- Experience managing cross-functional stakeholder relationships and aligning around customer solutions, programmes or engagements.
- Experience planning and managing a portfolio of customer engagements, including cross-team collaboration, resource coordination, communication and progress tracking.
- 3+ years relevant work experience within customer industry.
- Certifications in cloud or product technologies (e.g., Azure, 365) and service or project management (e.g., ITIL Foundation, PMI, Prosci).
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