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.
Customer Relationship Management:
Account Planning:
Opportunity and Pursuit Management:
Consumption and Delivery Execution:
Staffing and Skilling:
Leadership:
Key Capabilities
To be effective as a CSAM-M, you will 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: 6+ 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:
Education:
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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