Manager, Technical Customer Success

2 months ago

Sydney, Australia Microsoft Full time

Overview

Manager, Technical Customer Success

As part of Microsoft transformation, one of our key areas of focus is the modernization of our sales motions. The Digital Sales organization is a dynamic, digital organization with a mission to accelerate Microsoft’s growth in its cloud-first, mobile-first business. This organization is at the forefront of delivering a new sales model leveraging modern technology, big data, and analytics to drive impactful engagements leading to customer success.  ​

The Azure Customer Success team consists of highly capable individuals that drive customer value realization with Microsoft latest cloud technologies. The team’s mission is to help Azure customers establish the foundations of enduring success by supporting them proactively, creating value, and building trust along their cloud journey.

We are currently looking for people leaders with a deep interest in cutting-edge technology to join Digital Sales Team as a Customer Success Manager (CSM) Team Lead. As a CSM Manager, you will manage a team of highly talented and skilled technical sales specialists, driving the day-to-day execution to exceed business performance targets and coaching team members. The Customer Success team consists of highly capable technical salespeople that drive Microsoft wins on the latest cloud and modern development technologies. The team members’ primary responsibilities will be to engage with customers as the central point of contact all the way driving additional adoption and consumption of workloads across our latest cloud technologies.

Responsibilities

Key Responsibilities:

  • Attract, develop, coach, and evaluate CSMs by setting a clear bar for excellence. Build a high performing team that will be diverse and inclusive with a typical team size of 10+ employees.

  • Act as a strategic partner to executive-level business and technical decision makers (e.g., C-level) to guide customers in their digital and business transformation. Leverage expertise in relationship building and influencing to mentor team in building strategic partnerships. ​
  • Coach and enable your team to accelerate Azure projects to production, including guidance on architectural design, technical recommendations, blocker escalations and technical resource orchestration​
  • Lead team to meet and exceed monthly, quarterly, and annual team targets ​
  • Lead team to actively engage accounts to drive services consumption and up-sell and cross-sell based on strategic plans and needs ​
  • Accurately forecast, assess risk, and identify exceptional performance plans in weekly deal and pipeline reviews with senior management ​
  • Coach team to excel at engagement management and forecasting accuracy to successfully plan and prioritize weekly, monthly, and quarterly engagements, e.g. through joint customer calls 
  • Support and enable team to drive customer change by applying deep knowledge of change management principles, creating influence strategies with senior decision makers to scale change across organizational boundaries, and articulating alignment between customer culture and digital transformation. Drive team readiness to ensure team members are equipped to guide customers in managing change. ​
  • Coach team to develop and leverage understanding of customer business and industry; coach against best practices to engage, capture, and understand customer needs.

Requirements:

The successful candidate is a self-starter with a minimum of 3 years of experience in sales.  ​

  • Experience 3-6+ years of technology related sales and coaching architecture and solution sales; Experience working with or selling Azure or similar cloud solutions preferred ​
  • Management: Preferably 4+ years of people management experience with proven track record of successfully leading teams of 8 or more required; Familiarity with modern sales techniques and tools preferred ​
  • 4+ years of experience driving change management 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 ​
  • Results-Oriented: Motivated by performance rewards for exceeding annual sales goals through strategic sales leadership and strong cross business collaboration required ​
  • Organized: Solid time management skills and ability to work independently or under supervision with a high level of integrity required ​
  • Execution: Strong experience leading and executing on Technology Visions.   ​
  • Proven experience developing a high-performance team through continuous coaching, and inspiration.  Ability to inspire your team and to build and maintain a high organizational health and satisfaction score.

Technical: ​

  • Understanding of Cloud Platforms. Requires the ability to engage with customers technical leadership as trusted advisors. Requires the ability to articulate and present the business value of Microsoft’s Apps and Infra and/or Data & AI related cloud solutions and have firm understanding of Microsoft’s strategies and products relative to major competitors.​
  • Have one of the following Associate Certifications: Azure Database Administrator Associate, Azure Data Engineer Associate Certified, or Azure Administrator Certified, or prepared to attain certification within 3 months.    ​

Education: ​

  • Preferred: Bachelor’s (4-year) degree in Business, Computer Science, or Information Technology, Engineer, or experience in related field.

Team Culture and Support 

Microsoft believes that by investing in our people and creating an inclusive environment, our team will do their best work. See our complete list of benefits and why we are recognised as an Endorsed Employer for Women by WORK180. Microsoft Benefits | WORK180 Endorsed Employer

Our mission is deeply inclusive.. Inside Microsoft | Global Diversity and Inclusion at Microsoft

What next?  

Even if you feel you may not meet 100% of the criteria, please apply. You may exceed your own expectations, or we may have another opportunity that suits your potential.  While we’re not able to reach out directly to every applicant, we will always do our best to help you feel heard and supported throughout the experience.     

In the meantime, please see our FAQs, Interview Tips and Accessibility Support for more information on our recruitment process.   

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