Sr. Director of Customer Success Account Management

As a Sr. Director of Customer Success Account Management - you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!

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, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

This role has direct people management responsibility for CSAM’s, has 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.

Through their team 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 the orchestration of delivery resources to drive customer outcomes aligned to their top priorities. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio.

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 other and collaborate to realize our shared goals. Each day we build our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Customer Relationship Management

• Leads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting the C-Suite (as appropriate), including participating in and contributing to executive-level briefings. Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential major issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities. Advises and shapes internal design and strategy decisions that have a direct impact on customer relationships.
• Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations at customer executive levels. Partners with key internal, partner, and customer stakeholders to develop strategies that position Microsoft products and offerings to address desired business priorities.
• Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer portfolio 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 across a portfolio. Reviews and communicates the status of delivery programs linked to portfolio priorities with internal stakeholders.

Technical Relevance

• Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Directs customers on, coaches team members on and stays current with industry and Microsoft technical insights through consultation with leadership, the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction, illustrating advantages over Microsoft's competition.

Customer Success Leadership

• Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account, prom