Job Title: Senior Customer Success Account Manager Job Description The Senior Account Manager is responsible for overseeing the management of complex client accounts and developing processes to ensure favorable relationships with clients, meeting their operational needs. Responsible for managing the client's customers end-to-end, by renewing, expanding, and converting the service relationships our clients have with their existing customer base. The Senior Account Manager calls upon existing client customers to assess areas of opportunity, renew current service contracts, and convert customers to different services when applicable. Job Description? We are seeking a proactive Virtual Customer Success Account Manager (vCSAM) to manage customer relationships, ensure satisfaction, and drive successful service delivery. This role requires strong communication skills, attention to detail, and collaboration with various teams. ? As a vCSAM, you will leverage your technical expertise, business acumen, and industry perspectives to orchestrate post-sales delivery and support of Microsoft's products and services in partnership with primary delivery leads, empowering customers to achieve meaningful business outcomes by accelerating value realization and service utilization. ? If you are tech-savvy with a passion for Cloud and IT Service Management, and enjoy helping strategic enterprise customers maximize their use of Microsoft products, this role is for you.? - Responsibilities ? - Reactive and Proactive Support Management: ? - Identify trends, dependencies, and failures to provide proactive solutions.? - Monitor trending incidents to engage in proactive upgrades and address common themes.? - Collaborate with account team peers to develop account plans and engage customers in strategic alignment discussions. ? - Chair weekly meetings with Incident Managers (IM) to identify and implement improvements.? - Customer Engagement and Training: ? - Build relationships with key customer stakeholders and decision makers to ensure effective solution planning, delivery, and governance.? - Conduct Service Hub customer training sessions.? - Coordinate Copilot workshops with Customer Success Account Managers (CSAM) and Customer Success Associates (CSA), including use case tracking and follow-up questions.? - Reporting, Analysis, and Project Management: - Prepare escalation summary reports for Customer Success Account Managers (CSAM) and heads of Customer Success Services (CSS).? - Maintain Power BI reporting by summarizing and providing key insights across all customer engagements.? - Track and analyze account metrics, including Unified Credit usage and customer satisfaction scores.? - Participate in various programs to drive the adoption and utilization of Copilot (AI) services? - Required (Minimum) Qualifications ? - Bachelor's degree in Business, Sociology, Psychology, Computer Science, Information Systems, or a related fieldand 8 years in customer success, technology or solution delivery, practice management, customer-facing consulting, or portfolio management.? - OR equivalent experience. ? Location: UK, Work at Home, GB Language Requirements: English (Required) Time Type: Full time If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)