Customer Success Account Management Lead

<p><strong>Customer Success: </strong>Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft has invested in a dedicated Customer Success team that helps Microsoft customers successfully realize their business outcomes. We are always learning. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference. </p><p> </p><p>We  are looking for Senior Leader to be <strong>Customer Success Account Management Lead - CSAM Manager </strong> for Greece, Cyprus and Malta and be at the forefront of our customers' digital transformation in view of our <strong>GRforGrowth</strong> and <strong>Datacenter opportunities </strong>in Greece.  </p><p> </p><p>As a CSAM Manager, you are expected to effectively <strong>manage our CSAM team</strong> by model, coach, and care principles for your team members. You will also be responsible for <strong>building and maintaining strong relationships</strong> with key customer, partner, and internal stakeholders. You are required to stay current with <strong>industry and Microsoft technical insights</strong> and coach your team members on developing their technical and industry knowledge. Finally, you will <strong>drive customer success by aligning customer objectives</strong> and outcomes with the Microsoft portfolio of work, defining and delivering strategic roadmaps and customer success plans, and supporting customer adoption and active usage of Microsoft products and services.</p><p> </p><p>Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission. </p> <h3>Responsibilities</h3> <p>People Management</p><ul type="disc"><li>Managers deliver success through empowerment and accountability by modeling, coaching, and caring.</li><li>Model - Live our culture; Embody our values; Practice our leadership principles.</li><li>Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.</li><li>Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.</li></ul><p> </p><p>Customer Relationship Management</p><ul type="disc"><li>Leads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting executives (as appropriate). Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities.</li><li>Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations key stakeholders.</li><li>Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.</li></ul><p> </p><p>Technical Relevance</p><ul type="disc"><li>Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.</li></ul><p> </p><p>Customer Success Leadership</p><ul type="disc"><li>Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account, promoting identified opportunities for growth. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Works with customers to define and agree upon