Customer Success Account Management Manager
Há 5 dias
Unlock Customer Success with Cloud Solutions
At Microsoft, we empower our customers to achieve their business outcomes faster with technology that does more.
The Global Customer Success organization is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, drive operational excellence, and nurture long-term loyalty.
As a Customer Success Account Management Manager, you will 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 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.
Your Key Responsibilities:
- Develop and maintain strong customer relationships to drive Microsoft's customer success goals
- Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account
- Develop a team culture identifying and sharing customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption
- 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
- 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
- Stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders
Qualifications:
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field
- Customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- Relevant work experience within customer industry
- People management experience
- Additional preferred qualifications include 3+ year(s) experience managing a consumption portfolio, Project Management Institute (PMI) or equivalent Project Management certification, and Prosci or equivalent certification
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