Virtual Customer Success Account Manager (vCSAM)

Job Title:

Virtual Customer Success Account Manager (vCSAM)

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.​We accept applications for this position on an ongoing basis. Military veterans are encouraged to apply.

A NEW CAREER POWERED BY YOU 

  

Are you looking for a “work from home” career change with a forward-thinking global organization that nurtures a true people-first, inclusive culture and a genuine sense of belonging? Would you like to join a company that earns “World’s Best Workplaces,” “Best Company Culture,” and “Best Companies for Career Growth” awards every year? Then the Virtual Customer Success Account Manager position at Concentrix is just the right place for you!

CAREER GROWTH AND PERSONAL DEVELOPMENT 

 

This is a great “work from home” opportunity that will allow you to reimagine an all-new career journey and develop “friends for life” at the same time. We’ll give you all the training, technologies, and continuing support you’ll need to succeed. Plus, at Concentrix, there’s real career (and personal) growth potential. In fact, about 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned. 

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 field and 3+ years/8+ years in customer success, technology or solution delivery, practice management, customer-facing consulting, or portfolio management.​
• OR equivalent experience. ​

Additional (Preferred) Qualifications​

• Microsoft or competitor equivalent certification (e.g., AWS) in relevant technologies (e.g., Azure, M3