Customer Success Account Manager (CSAM) Manager

Microsoft Mission

We are always learning and insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

To learn more about Microsoft’s mission, please visit: https://www.microsoft.com/en-us/about
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What Joining Microsoft Means?

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.

Customer Success at Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and customer success offerings. Microsoft invests in a dedicated Customer Success team that helps customers successfully realise their business outcomes and the value of their investments in Microsoft.

Overview

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 CSAM’s, 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.

Responsibilities

Responsibilities

• Team Leadership – You will be responsible for talent acquisition and planning, on-boarding, developing, coaching, mentoring and performance management, building a high performing team that is diverse and inclusive.
• 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 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.
• Customer Experience - You will coach a team to enable Customer health, security and resiliency, identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.​
• Consumption and usage excellence – 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.

• 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

Who Are We Looking For?

We are looking for a highly motivated and passionate business and people leader to lead a team and a portfolio of accounts with a significant amount of cross-functional cloud services, enabling cloud adoption and success for our customers.

Required Qualifications (RQ)

• Business Leadership: Several years of experience in customer success as described by the core tenants above, technology sales, consultative or program delivery. The ability to demonstrate capability in managing within complex environments, at scale, across complex projects and support engagements.
• People Leadership: Several years of experience in managing people and virtual teams across functions, being able to demonstrate leadership in driving an inclusive and collaborative culture, driving teamwork, diversity and cross-team alignment. Ability to inspire teams and manage complex people dynamics.
• Driving Change: Experience in driving transformation, organizational and business change while delivering results with customers and within an organisation, demonstrating experience of driving change or adoption of technology with customers.
• Business & Technical acumen by demonstrating: Proven ability to map the customer’s needs to solutions, understanding Enterprise cloud workloads and an ability to stay up to date on Cloud and Industry Scenarios and workloads. Empathy, curiosity, the desire to constantly improve, acquire new skills and drive for results.

Additional Qualifications (AQ)

• Industry: Preferably desire and passion to work in the Retail & Consumer Goods Sector
• Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.
• Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers and proven ability to influence across organizational boundaries is key.
• Education: Bachelor's degree, beneficial within Computer Science, Information Technology or business. Desirable but not essential.

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.