Customer Success People Manager Mission Critical

Responsibilities:
• Drives customer satisfaction and services revenue through delivery resource development, direction and mentorship.
• Drives the staffing process by balancing customer technology needs with resourcing expertise in the team and hires appropriate technical talent to meet the demands of our customers.
• Drives and is responsible for billable utilization goals.
• Participates in Area/Sub resource planning processes, using insights to re-skill or adjust resource levels.
• Drives visibility at Area/Sub level around ESS offerings and supports pipeline and contract renewals review.
• Influences and manages account team and customer expectations around Mission Critical solutions and leads value driven conversations.
• Works successfully with customers, up to the C level, to understand their business objectives and to ensure that their investment in Microsoft support is being realized. Works effectively across multiple roles to successfully achieve business goals.
• Conducts overall performance management, including mentoring, assessing resource impact, rewards, etc.
• Drives technical and professional role readiness across their team.