Customer Success Account Manager Management

7 months ago

Sydney, Australia Microsoft Full time

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

As a Customer Success Account Management (CSAM) Manager, 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

This role has direct people management responsibility for CSAMs, 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 strong 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.

This role is flexible in that you can work up to 50% from home.

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

**Responsibilities**:

- Customer Relationship Management
- Anticipate, Identify and manage potential issues, escalating to appropriate teams for resolution. Ensure key stakeholders are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Lead and coach business value conversations with key stakeholders.
- Customer Success Leadership - Customer Strategy and Growth
- Lead the team to adopt customer success strategy to maximize customer''s investments and value. Work with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers'' current and future goals and objectives to drive digital transformation. Build a close and effective teaming relationship with your Account Team manager counterparts to drive Territory/Account Planning rhythm and quality, and a seamless, connected customer experience.
- Customer success leadership - Delivery and Program Management
- Manage key stakeholder and executive expectations. Coach team on developing and delivering strategic roadmaps in partnership with key stakeholders and executives for executing program planning. Coaches team on identifying and mitigating customer blockers. Lead executive escalation management. Run rhythms of business (RoB) to review business performance.
- Customer Success Leadership - Consumption Leadership
- Coach team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives to articulate and deliver customer value, drive business growth. Guide team in orchestrating resources for identifying, resolving, and mitigating blockers to accelerate consumption.
- Technical Relevance
- Coach team members on implementing training plans focused on technical and industry knowledge development. Stay current with industry and Microsoft technical insights. Advise customers on Microsoft technology trends and direction.

**Qualifications**:

- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- OR equivalent experience.
- 5+ years relevant work experience within customer industry.
- 5+ year(s) people management experience.
- 5+ year(s) experience managing a consumption portfolio.
- Project Management Institute (PMI) or equivalent Project Management certification.

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