Customer Success : 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.
As the Customer Success Account Manager- Manager (CSAM- M), you lead a high-performing team of seasoned Customer Success Account Managers (CSAM) 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 CSAM-M 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 CSAM-M 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 CSAM-M 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 CSAMs.
Build a high performing team that will be diverse and inclusive.
To be effective as a CSAM-M, you have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.
Experience : 10+ years of experience in technical sales, consultative or program delivery. Demonstrated capability in managing complex projects and support engagements.
Management : 10+ years of experience in people management required. Previous revenue management and forecasting experience preferred.
Change : 7+ years of experience driving change management or technical adoption.
Collaboration : Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers.
Communication : Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills.
Technical acumen to lead a team with :