With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
As a Customer Success Account Management (CSAM) Manager, you lead a high-performing team of Customer Success Account Managers (CSAMs) in various stages of career development, cloud adoption, portfolio and program management, cloud service management, and technology trends. This exciting role will help fuel customer success through your leadership, focusing on business, customer, and team growth.
This role has direct people management responsibility for CSAMs and overall accountability for their team’s end-to-end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. The CSAM Manager is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework, driving strategic planning, and orchestrating delivery resources to achieve strong customer outcomes aligned with their top priorities.
Responsibilities
Customer Relationship Management: Lead by example to proactively develop relationships that further Microsoft's customer success goals with key customer, partner, and internal contacts.
Customer Success Leadership – Customer Strategy and Growth: Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work.
Develop a team culture that identifies and shares customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.
Customer Success Leadership – Adoption and Usage: Coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives within customer success plans.
Delivery and Program Management: Manage a repeatable and predictable business by coaching a team on program planning, customer-facing reviews, managing stakeholder and executive expectations via Customer Success Plans, and prioritizing engagements to meet customer outcomes and account priorities.
Technical Relevance: Stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
Deliver success through empowerment and accountability by modeling, coaching, caring, and attracting/retaining talented people.
Qualifications
Required/minimum qualifications
Bachelor's Degree in Business, Computer Science, or related field AND 6+ years of experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.
OR Master's Degree in Business, Computer Science, or related field AND 4+ years of relevant experience.
OR equivalent experience.
Industry Experience in Government (Federal).
Additional or Preferred Qualifications
Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years of relevant experience.
OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 12+ years of relevant experience.
At least 5 years of relevant work experience within the customer industry.
3+ years of people management experience.
3+ years managing a consumption portfolio, with Project Management Institute (PMI) or equivalent certification, and Prosci or similar change management certification.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration without regard to age, ancestry, citizenship, color, family or medical leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by law. For accommodations during the application process, please read more about requesting accommodations.
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