Principal Customer Success Account Manager

Overview

About the Role

We are looking for a senior, proactive and programme-led Customer Success Account Manager to be the in-region customer success lead for one of Microsoft's most strategic global financial services customers. Hong Kong is a priority growth market for this customer, with major business and technology decision-making in region. You will lead, not just orchestrate, Microsoft's proactive customer success engagement in Hong Kong and the wider APAC region, operating credibly with senior customer executives and Microsoft executive sponsors. Your focus is to protect and grow the customer's investment in Microsoft: ensuring an operationally resilient Microsoft platform, accelerating consumption and adoption, and delivering measurable business value. You will be part of a global One Microsoft account team, working closely with a large UK-based customer success team and the local account team in Hong Kong.

Location & Working Pattern

This role is based in Hong Kong. It is customer-facing and requires you to work on-site at the customer's Hong Kong offices a minimum of two days per week, to build and maintain trusted relationships with senior business and technology stakeholders.

You will report to a Customer Success Account Management Manager based in the United Kingdom, so you will need to be comfortable working with a remote manager and providing regular overlap with UK working hours for governance and team cadences.

Willingness to travel within the APAC region as required (including mainland China), and to the United Kingdom on average three times per year to maintain continuity with the global account team.

Responsibilities

Customer Relationship Management

• Builds and coaches others on customer, partner, and internal stakeholder engagement strategy and models. Creates, influences, and evolves healthy, strategic relationships with key customer stakeholders, partners, and technical professionals to lead quality solution delivery and health using partnerships with other account team leaders and lead orchestration across internal/external stakeholders. Expands and holds accountability for executive customer and partner relationships with a focus on leading the definition of business outcomes and how to align Microsoft strategy to customer business priorities.
• Identifies, navigates, communicates, and influences key customer technical, business, and executive-level stakeholders (including partners). Guides and leads conversations to facilitate the achievement of customer business objectives by leveraging their investment in Microsoft. Maps internal roles to customer priorities to action the needs of customers and provides input into customer priorities. Holds, maintains, and nurtures internal stakeholder relationships. Influences and challenges senior/executive internal stakeholders. Leads business value conversations at customer executive levels and coaches others to communicate effectively in business value conversations.
• Synthesizes and combines various insights from their team and customer industry regarding business and Information Technology objectives for customer organizations using partnership with other account team leaders. Identifies customer priorities with shared accountability for the creation of shared customer account plans to support customer objectives specific to the customer's business transformation programs and common to the industry. Provides leadership to the team to execute support and consumption delivery programs. Uses industry trends and program delivery progress to identify priority area to drive customer environmental health outcomes. Shares industry trends with customers in terms of Microsoft current practices for their industry.

Technical Relevance

• Understands, identifies, and aligns Microsoft solutions, cross-cloud and technical capabilities (e.g., Azure, Modern Work, Dynamics) to expand upon and accelerate customer needs and priorities. Leverages deep foundational industry, technical expertise, and visionary mindset to enable customer success. Articulates cross-cloud technology, solutions, and services in a compelling way to internal and external stakeholders. Evangelizes Microsoft's position in the customers' cloud technology marketplace against competitors. Leverages understanding of the customer's technology platform and Microsoft's technology roadmap to enable customer digital transformation.

Customer Success Leadership

• Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Embraces the organizational and customer success strategy to maximize customer's investments and value. Drives and agrees upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customer's goals and objectives. Drives account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches. Aligns with the account team to link Customer Success Plans (CSPs) with account plan priorities and develop bookable programs of work. Challenges the customer and influences their strategic decision making, driving the case for change towards improved operational health.
• In partnership with key stakeholders and executives, develops and delivers strategic roadmaps for executing program planning and customer-facing program review, prioritizing engagements, and influencing key stakeholder and executive expectations to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Leverages, improves upon, and streamline Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Proactively anticipates, identifies, and mitigates customer blockers and risks by leveraging Microsoft solutions and services, and develops deliverable programs of work. Orchestrates delivery resources to facilitate value realization with a focus on driving operational health. Leads delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads escalation management and communications for delivery programs in the customer account.
• Leverages and improves upon methods for identifying, monitoring, and mitigating actual and potential blockers to consumption through data analysis and customer feedback. Mobilizes resources to address actual and potential blockers to consumption, ensure delivery on and continuously refine Customer Success Plans (CSPs), and identify opportunities for consumption optimization. Holds accountability for identified consumption milestones and their completion. Partners with customers to understand their business objectives and priorities, identify cross-selling and add-on opportunities, optimize usage, drive adoption, prioritize Microsoft products and services delivery to meet the most critical agreed-upon customer outcomes and account priorities, and develop and execute CSPs to meet them in order to manage consumption holistically across the entire portfolio. Proactively drives business growth strategies.

Role-Specific Responsibilities

• Protect the base and drive operational resilience: proactively assess the health of the customer's critical services across Microsoft cloud platforms and lead proactive measures to keep them resilient, including ensuring clear value is realised from mission-critical support services.
• Own consumption and value realisation: own a structured customer success and consumption plan that accelerates consumption of the customer's Azure commitment and enterprise support investments, and drives measurable adoption across priority workloads including Power Platform, Dynamics 365, Azure, Security and AI/Copilot.
• Lead escalations decisively: lead incident and escalation management when the customer's business is impacted, escalating fast and communicating clearly with customer executives and Microsoft executive sponsors, while keeping the primary focus on proactive customer success.
• Executive engagement in region: establish and expand senior C-level relationships across the customer's business and technology leadership in Hong Kong and APAC, with regular executive touchpoints and business reviews aligned to the customer's global strategy.
• Competitive awareness: understand a highly competitive market in which other cloud providers invest heavily in local stakeholder engagement and support, and advise the right Microsoft teams on how to respond.
• Opportunity identification: surface and qualify new opportunities aligned to the customer's transformation roadmap and hand them to the local account team for commercial pursuit, partnering with, not replacing, the Account Executive and Account Technology Strategist.
• One global team: run strong in-region governance integrated into global account cadences, work closely with the UK-based customer success team, and coordinate Microsoft delivery, engineering, support and partner resources across the UK, India and Hong Kong.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

• • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.

Additional or Preferred Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

• • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.
• Preferred (not essential): 5+ years relevant work experience within financial services or another highly regulated industry.
• Microsoft or competitor equivalent (e.g., AWS) certification in relevant technologies (e.g., Azure, Microsoft 365, Power Platform, Dynamics 365, Security, AI/Copilot).
• Professional fluency in English; Cantonese and/or Mandarin strongly advantageous for in-region engagement.
• Knowledge of the Hong Kong and Greater China market.
• Experience leading or co-leading customer success on global or multi-region strategic accounts, working across time zones and with a remote reporting line.
• Proven executive presence, with a track record of building and sustaining C-level relationships in strategic accounts.
• Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent service management certification.
• Project Management Institute (PMI) or equivalent Project Management certification.
• Prosci or equivalent certification.

How You Do It

Skills & Capabilities

Accelerating Consumption Usage and Excellence Change Management Creativity Data Analysis Decision Making Executive Relationships Influencing for Impact Problem Solving Trusted Advisor

Championing Company Messaging Business Acumen Financial Analysis Negotiation Oral Communication Presentations Storytelling Written Communication Driving Customer Health Excellence                           Business Analysis Change Leadership Facilitation Consultative Selling Customer Success Microsoft Products Microsoft Support Technical Communication Technology Industry Knowledge

Maximizing Delivery Excellence Account Management Multi-Initiative Program Management Operational Excellence Project Management Quality Assurance Relationship Management Team Facilitation

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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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, read more about requesting accommodations.