Ben Peters
Microsoft
the leading global developer of personal-computer software systems and applications.
Microsoft Corporation
Microsoft is a global leader in technology, empowering businesses to transform and thrive through innovative solutions. Its services include cloud computing with Azure, productivity tools like Microsoft 365, business applications via Dynamics 365, data analytics with Power BI, and robust security platforms such as Microsoft Defender. Tailored to diverse industries, Microsoft’s technologies drive efficiency, enhance collaboration, improve decision-making, and enable scalable growth. By focusing on digital transformation, operational excellence, and industry-specific solutions, Microsoft helps organizations reduce costs, optimize resources, and deliver exceptional customer and employee experiences.
Summary
Microsoft Corp | Reading | 2022 – Present
Customer Success Account Manager
Supporting customers through their digital transformation programs and ensuring that they get the maximum value and support from their Microsoft relationship. Driving the advantages through strong C-level stakeholder relationships and excellent product and industry knowledge.
Responsibilities
- Key role in the MS strategic development within, and in partnership with, the UK water industry.
- Accountable for the development and consumption of MS Unified services for Wessex, Welsh and Southern Water. Ensuring maximum ROI on their £900k contracts.
- Consultation in building and delivering a technology strategy across diverse IT platform, products and services portfolios. with a focus on strategic roadmap, customer engagement and service rationalisation / standardization.
Achievements'
- Wessex Water: Facilitated the migration from a legacy CRM system to Microsoft Dynamics 365 Customer Service, enabling a unified view of customer interactions and operational insights. This modernization improved system performance, streamlined processes, and empowered teams to deliver enhanced customer service using Dynamics 365 Customer Service Insights and Professional.
- Southern Water: Led the orchestration of a comprehensive training program to support the organization’s migration to Microsoft technologies. This initiative streamlined technology capabilities, introduced lean practices, and enabled the workforce to adopt multi-role responsibilities for greater operational efficiency.
- Welsh Water: Supported the migration of all data center-hosted applications and data to the Azure cloud. This transformation enhanced scalability, improved reliability, and positioned the business to leverage cloud-native solutions effectively.
- Power Platform Enablement: Supported the onboarding and adoption of the Microsoft Power Platform across multiple organizations, empowering employees to develop tailored solutions that improved customer experiences and optimized operations.
Roles
The Customer Success Account Manager (CSAM) at Microsoft serves as a strategic partner and delivery leader, dedicated to ensuring customers derive maximum business value from their Microsoft investments. This role involves developing and maintaining robust relationships with key customer stakeholders and technical professionals, aligning customer objectives with Microsoft’s solutions. CSAMs play a pivotal role in supporting customers by creating and executing strategic roadmaps and IT programs tailored to their business goals, enabling them to achieve transformational outcomes.
Day-to-day responsibilities include engaging in proactive discussions to understand customer priorities, scoping future opportunities, and troubleshooting existing challenges. CSAMs orchestrate internal resources, including Microsoft engineers and specialists, to address blockers, drive solution adoption, and empower customers to leverage the full capabilities of Microsoft’s cloud technologies.
By crafting Customer Success Plans (CSPs) that align with strategic roadmaps, CSAMs ensure that customers’ IT programs are optimized for efficiency and innovation. They oversee the customer’s support experience, identifying opportunities to enhance IT operations, and proactively guiding their journey toward digital transformation. As orchestrators, CSAMs manage the relationship between customers and Microsoft, fostering collaboration, removing barriers, and helping organizations achieve their business objectives through Microsoft solutions.
Water Industry Success
climate change, population growth, aging infrastructure
The UK water industry is responsible for collecting, treating and delivering billions of liters of clean and safe drinking water every day to households and businesses. It also provides wastewater services by collecting and treating sewage before returning it to the environment1.
The industry is regulated by Ofwat which has a duty to protect customers’ interests, ensure that companies carry out their functions correctly and sets water prices2.
The industry is facing many challenges such as climate change, population growth, aging infrastructure and more. However, the industry is also making progress in areas such as reducing leakage and improving water quality3.
Over the past five years, Microsoft has significantly impacted the UK water industry by fostering digital transformation and promoting sustainability through the adoption of advanced technologies. Key initiatives include:
1. Digital Modernisation and Sustainability
Microsoft has collaborated with UK water companies to integrate digital solutions aimed at enhancing sustainability and operational efficiency. By leveraging data analytics, artificial intelligence (AI), and the Internet of Things (IoT), these utilities can proactively manage resources, reduce leakage, and optimise energy consumption. For instance, Microsoft’s cloud technology enables the analysis of vast datasets collected from sensors and pumps, facilitating predictive maintenance and improved decision-making processes.
2. Collaborative Innovation Ecosystems
Recognising the importance of collaboration, Microsoft has partnered with various stakeholders to drive innovation in the water sector. A notable example is the partnership with FIDO Tech, focusing on reducing water losses through actionable AI that identifies significant leaks. This collaboration supports Microsoft’s commitment to becoming water positive by 2030.
3. Support for Water-Focused Startups
To encourage innovation, Microsoft has worked with organisations like Spring and Impact X to provide tools and funding for water-focused startups. This initiative aims to accelerate the development and adoption of new technologies that address pressing water challenges, fostering a culture of innovation within the industry.
4. Enhancing Knowledge Management
Microsoft has assisted water companies in improving knowledge capture and discovery. For example, Northumbrian Water collaborated with a Microsoft Gold partner to implement solutions that streamline information management, leading to better service delivery and operational efficiency.
5. Commitment to Sustainability
Demonstrating leadership in sustainability, Microsoft has unveiled next-generation datacenters featuring zero-water cooling technology, set to be operational by late 2027. This advancement underscores Microsoft’s dedication to reducing water usage and environmental impact, setting a benchmark for the industry.
Through these strategic initiatives and technological integrations, Microsoft has played a pivotal role in transforming the UK water industry, aligning operational practices with modern digital standards and sustainability goals.