Customer Success Account Manager (CSAM) Leader

Job Description

As a Customer Success Account Management (CSAM) Leader, you will be responsible for a high performing team of Customer Success Account Managers (CSAM’s and CSAM Managers) who are at varying stages of career development, portfolio and program management, cloud service management and technology expertise. This is an exciting role that will help fuel customer success within our Retail and Consumer Goods Industry, through your leadership with business, customer, and team growth!

This role has direct people management responsibility (Managers and Individual Contributors), 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 Leader 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

Responsibilities

• Customer Relationship Management – You will lead by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.

• Customer Success leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.

• You will develop a team culture identifying and sharing Customer insights and opportunities with their with Account and Sales teams to drive new opportunities for growth, consumption and customer success.​

• Customer Success Leadership and Consumption Leadership – You will coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.

• Customer Success Leadership – Delivery and Program Management – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. You will drive operational, consumption and usage excellance using insights to support adoption, change and success for our customers.

• Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.

• You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.

Qualifications

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND several years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

• OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

• OR equivalent experience

• Significant year(s) people management experience

• Experience managing a consumption portfolio
• Understanding of Enterprise cloud workloads required

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.