Customer Success Account Management - Manager

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.

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 invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

We are always learning. Insatiably curious. 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 stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

As the Customer Success Account Management - Manager, you lead a high-performing team of seasoned Customer Success Account Managers that are well versed in cloud adoption, program delivery management practices, and technology trends.  This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!

The Customer Success Account Management - Manager is accountable for end-to-end service program delivery within an assigned portfolio of customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders.   The Customer Success Account Manager - Manager serves as the primary leadership point of accountability and/or escalation for their portfolio of customers. This role has direct people management responsibility for Customer Success Account Managers and supervises the Customer Success and Support deliveries to customers by their team. The Customer Success Account Management - Manager is responsible for driving customer satisfaction, customer effective use of Microsoft’s cloud platforms, consumption, growth with fulfilling Support contractual obligations, and the governance of delivery for their portfolio of accounts led by their Customer Success Account Manager’s (CSAM's).

Responsibilities

Customer Relationship Management:​

• Create and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed. ​
• Develop Practice strategy aligned with business and IT objectives, priorities, and strategies of Customers.​

Account Planning:​

• Bring customer and industry insights to the Account Planning rhythm for strategic customers​.
• Support and coach CSAM's to collaborate with Account Teams in developing Customer Account Plans that align the vision for Microsoft's offerings with Customer objectives and strategies.​
• Develop and support CSAM's in portfolio prioritization and planning of customer engagements to achieve Customer objectives and value.​

Opportunity and Pursuit Management:​

• Instill a team culture of identifying and sharing Customer insights and opportunities with the broader Account Team.​
• Drive partnership with internal Account Teams to identify, create, and support the pursuit of growth opportunities across the Practice. ​

Consumption and Delivery Execution:​

• Oversee CSAM's in effective delivery against their portfolio of prioritized solutions and workloads to drive customer value realization and Microsoft cloud consumption.​
• Anticipate, identify, and mitigate blockers to customer success goals and partners with internal and external stakeholders to accelerate customer value realization and customer satisfaction.​

Staffing and Skilling:​

• Hire, on-board, develop and manage a diverse and inclusive team of Customer Success Account Managers; lead and motivate this team to high-performance.​
• Develop and execute skilling plans for CSAM's and oneself to build technical and professional expertise in alignment with business priorities. ​

Leadership:​

• Demonstrate strength of character and set the tone as a role model; coach, provide feedback and direction to the tea