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. 

What Joining the Microsoft Team means

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. You can help us to achieve our mission.

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.

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. 

Responsibilities

Consumption and Delivery Execution:​

• Oversee CSAMs 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.​

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. â€‹

• 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 CSAMs 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 CSAMs 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. â€‹

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 CSAMs and oneself to build technical and professional expertise in alignment with business priorities. â€‹

Leadership:​

• Demonstrate strength of character and set the tone as a role model; coach, provide feedback and direction to the team; value and care about the people in the team; create an open and trusting environment where people thrive.​

• Create clarity and shared understanding; generate positive, motivating, creative energy; deliver success through a “growth mindset”.​

Qualifications

To be effective as a CSAM-M, you need to be able to influence across organizational boundaries and have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, Customer success and value realization.

Experience: â€‹10+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

Change: Experience driving business change management and/ or technical adoption required​

Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers required​

Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required​

Technical acumen and Leadership with your:​

• Proven ability to map Customer needs to solutions required​

• Understanding of Enterprise cloud workloads required​

• Ability to stay up to date on new/ improved cross cloud scenarios and workloads required​

• Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results required​

• Demonstrated leadership through prior technical, consultative or program delivery coaching/ leadership roles required​

Education​:

• Bachelor's degree in Computer Science, Information Technology, Engineering, Business or related field (or equivalent experience) required​

• PMP or other project management certification preferred

• Information Technology Infrastructure Library (ITIL) Foundation certification preferred

• Prosci or equivalent change management certification preferred

• Certification in one or more of the following technologies preferred: Cloud, mobile, Database, Big Data, BI, Data Science, Machine Learning, Artificial Intelligence

• MBA or equivalent is preferred 

Travel:​ Travel required: 0-30%​

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.