Principle Customer Success Account Manager
Sales & Business Development, Customer Service
Stavanger, Norway
We are looking for a Principal Customer Success Account Manager (CSAM) to join our team in Stavanger. The role is intended to work with one of our largest customers in the energy sector and be an integral part of the account team. Our focus as a Customer Success organization is straightforward: helping our customers succeed with the investments they have made in Microsoft technologies and services.As CSAM you are responsible for what happens after the customer has decided to invest. That means understanding their business priorities, agreeing on a plan for how cloud, data and AI should support them, and following through so the plan is actually delivered and the customer sees the value they expected. The Account Executive owns the commercial relationship; you own the delivery and value side of the same account.In practice, much of the job is coordination. You bring together Microsoft Unified services, consulting and partner resources, keep the overall picture across several parallel workstreams, and make sure risks and dependencies are raised early rather than late. You will spend time with both senior decision makers and the people doing the day-to-day work at the customer, and you need to be comfortable in both settings.This is a senior individual contributor role. We are looking for someone with solid experience from large, multi-year transformation programs, preferably from oil and gas or a similar industry, who lives in the Stavanger area and wants to work close to the customer.Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
The Principal CSAM's mission is simple to state and demanding to deliver: ensure the customer realizes the full value of what they have invested in with Microsoft. You do this as an integral part of the account team, complementing the Account Executive's commercial leadership with delivery and adoption leadership. Your responsibilities span three themes: owning the customer success engagement end to end, leading the planning and governance of large transformation programs, and orchestrating people across roles through a collaborative, composed leadership style.
Own customer success and value realization end to end
- Own the end-to-end customer engagement lifecycle for one or more strategic enterprise accounts — from listening and consulting through design, delivery, value realization and ongoing optimization — ensuring clean handovers and evidenced business outcomes at every stage.
- Ensure the customer is getting the most value out of their Microsoft investments, driving adoption and optimization of the cloud, data and AI services they have already committed to and connecting each engagement to measurable business results.
- Act as a trusted advisor to senior customer stakeholders across business and technical functions, developing long-term relationships grounded in a deep understanding of each customer's business context, operating model and technology landscape.
Lead complex, multi-year transformation programs
- Lead the planning, orchestration and review of multi-year, multi-workstream cloud and data transformation programs with significant technical complexity and executive visibility on both the customer and Microsoft side.
- Develop and maintain customer success plans and strategic delivery roadmaps — in partnership with the Account Executive and account team — that align engagements to the customer's priorities, prioritize investments and set clear executive expectations on outcomes, risks and dependencies.
- Proactively anticipate, identify, mitigate and escalate delivery risks, blockers and customer concerns, applying disciplined program governance and structured communication.
Orchestrate and lead across the account team
- Partner with the Account Executive and the wider account team so that commercial strategy and customer success planning move as one, and orchestrate internal and partner delivery resources across sales, engineering and consulting functions with a natural reflex to share ownership across roles rather than defend role boundaries.
- Set the tone for cross-team collaboration through a calm, consensus-building communication style that absorbs pressure, de-escalates friction and maintains executive composure across a sustained, multi-year program horizon.
- Continuously improve delivery management methodology, processes and tools to strengthen operational health and the predictability of customer outcomes.
Qualifications
Required qualifications
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND several years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND severa years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- Fluent in Norwegian and English, both spoken and written.
- Reside in the Stavanger area and able to be on-site with customers on a regular basis.
- Demonstrated track record of leading large, multi-year, multi-workstream cloud or data transformation programs for major enterprise customers.
- Understanding of cloud platforms, modern data and AI services, and the role of specialist ISV ecosystems in enterprise transformation programs.
Preferred qualifications
- Bachelor's degree in Business, Computer Science, Engineering or a related field, with decade plus years of experience in customer success, solution delivery, customer-facing consulting, practice management or portfolio management — or a Master's degree in a related field with decade plus years of equivalent experience, or equivalent professional experience.
- Proven ability to act as a trusted advisor to senior customer stakeholders and to lead business value conversations at executive and board level.
- Proven communication, facilitation and stakeholder management skills, with a steady, consensus-building style and the resilience to operate under sustained program pressure.
- Proven problem-solving skills and a structured approach to risk identification, escalation management and operational governance.
- Industry experience from the oil and gas sector is highly valued. Candidates without direct oil and gas experience are expected to demonstrate equivalent depth in another large-scale, asset-intensive or highly regulated industrial sector.
- Broader energy-sector experience beyond oil and gas, including upstream, midstream, downstream, renewables or new-energy domains is preffered.
- Formal project and program management experience, ideally evidenced by PMI, PRINCE2, MSP or equivalent certification.
- Service management certification such as ITIL Foundation, and relevant cloud platform certifications (e.g., Azure, AWS or equivalent).
- Change management qualifications such as Prosci, or equivalent practical experience leading large-scale organizational change.
Customer Success Account Mgmt IC5 - The typical base pay range for this role across Norway is kr 798,000.00 - kr 1,470,000.00 per year. Certain roles may be eligible for benefits and other compensation.
Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/norway-corporate-pay.html
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, read more about requesting accommodations.