Responsibilities

  As a member of the Customer Success Account Management Team, you will lead high-performing team of seasoned Customer Success Account Managers (CSAMs) 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 Leader 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. 

• Hire, on-board, develop, coach, mentor and evaluate a diverse group of Customer Success Account Managers.
• Set a clear bar for excellence to build a high performing team that is diverse and inclusive.
• Partner with all required Microsoft stakeholders to drive CSAM role clarity, account coverage, project assignment, role evolution and effective cross-team collaboration.
• Own and drive collaborative and impactful relationships with the Sales and Technical sectors as well as Snr Execs within Microsoft to ensure a joint strategic approach to customer relationships and desired outcomes
• Coach and enable the team to accelerate cross cloud workload projects to production, including technical readiness, blocker escalations and technical resource orchestration
• Share best practice in account approach and solutions across sector industry. Implement best practice from peer teams
• Ensure the team delivers high quality production deployments that are resilient and successful, and include post-delivery lessons learnt for ongoing improvement.
• Drive operational excellence, including timely consumption opportunity management, high-quality reporting and insights, and delivery portfolio health.

You will:

• Collaborate and manage your teams customer success plans to help customers achieve their strategic objectives. 
• Partner with the account team to build long-term customer relationships, across all business functions within the customer organisation. 
• Engage and strengthen relationships with key Exec customer decision makers / sponsors / influencers to align delivery priorities in support of their strategy. 
• Proactively review customer consumption and health scores to derive actionable insights to help your team and customers optimize their Microsoft investment.  
• Be jointly accountable for your team’s end-to-end delivery plans to drive customer success, operational health and digital transformation.
• Oversee projects, and engagements in-pipeline, in-progress to successful closure by removing blockers, managing dependencies, risks and impact to secure successful delivery of the program, project and engagement.

Qualifications

We are looking for a highly motivated and passionate leader to drive a team and a portfolio of accounts with a significant amount of cross-functional cloud services which enables cloud adoption for our customers’ cloud engagements.

• Experience: experience in either/or technical sales, consultative or program delivery. The ability to demonstrate capability in managing complex projects and support engagements.
• Management: Extensive experience in people management, financial and /or product consumption and utilisation management. The ability to demonstrate exceptional cross-team collaboration and effective communication at varying levels internally and externally.
• Change: Experience in 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 required.

Technical acumen to lead a team by demonstrating:

• Understanding of Enterprise cloud workloads and high level technical solutions.
• Ability to stay up to date on new/improved cross cloud scenarios and workloads.
• Empathy, curiosity, the desire to constantly improve, acquire new skills and drive for results.
• Leadership through technical, consultative or program delivery, coaching or leadership roles.

Qualifications / Certifications:

• Formal qualifications or equivalent experience in Computer, Information Technology, Engineering or related field would be preferred.
• PMP or other project management certification is preferred.
• Certification in one or more of the following technologies is preferred: Cloud, Database, Big Data, BI, Data Science, Machine Learning, Artificial Intelligence.
• A willingness and ability to travel (national) when required: 0-30%.