Overview
The Service Account Manager (SAM) serves as a trusted advisor and strategic partner to customers, responsible for driving service excellence, operational health, customer success, and business growth. The SAM leads service governance, manages customer relationships, drives support and solution adoption, and identifies opportunities to expand Microsoft services and AI transformation initiatives. The role combines customer success management, service delivery leadership, business development, and executive stakeholder engagement to maximize customer value and accelerate digital transformation.
Responsibilities
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Serve as the primary customer-facing service leader and trusted advisor for assigned strategic accounts.
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Develop and execute customer success and service management plans that align Microsoft solutions with customer business priorities.
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Drive operational excellence through regular service reviews, governance meetings, escalation management, and continuous improvement initiatives.
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Ensure customers realize maximum value from Microsoft support and services investments by improving service health, adoption, and business outcomes.
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Lead customer discussions around support modernization and proactively drive CCCV engagement and value realization initiatives.
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Own the growth and retention of the Unified Support base business, ensuring contract health, renewal readiness, and long-term customer satisfaction.
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Identify and develop opportunities to expand Unified Enhanced Solutions, driving adoption of proactive, strategic, and value-added service offerings.
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Partner closely with sales, delivery, technical specialists, and customer success teams to uncover new business opportunities and accelerate solution consumption.
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Drive Frontier Business conversations with customers, helping them adopt AI, Copilot, Security, Data, and other next-generation Microsoft innovations to achieve transformational outcomes.
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Manage critical customer escalations and coordinate cross-functional teams to ensure rapid issue resolution and risk mitigation.
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Build and maintain executive-level relationships, influencing customer decision-makers and aligning Microsoft investments with strategic business priorities.
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Proven experience in customer success, account management, service delivery, support management, or technology consulting.
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Good executive stakeholder management and customer relationship skills.
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Experience managing complex enterprise customers and strategic business engagements.
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Understanding of Microsoft cloud technologies, support services, and digital transformation solutions.
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Demonstrated ability to identify, qualify, and drive business growth opportunities within existing customer accounts.
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Good communication, negotiation, and presentation skills.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process.
