Customer Success Account

Job Description

Responsibilities
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.
• Hire, on-board, develop, coach, mentor and evaluate Customer Success Account Managers. Set a clear bar for excellence. Build a high performing team that will be diverse and inclusive.
• Must possess exceptional cross-team collaboration and communication. Partner with all required Microsoft stakeholders in the subsidiary to drive CSAM role clarity, account coverage, project assignment and effective cross-team collaboration.
• Coach and enable your team to accelerate cross cloud workload projects to production, including technical readiness, blocker escalations and technical resource orchestration.
• Ensure your team delivers high quality production deployments that are resilient and successful.
• Drive operational excellence, including timely consumption opportunity management, high-quality reporting and insights, and delivery portfolio health.
People Management
• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model - Live our culture; Embody our values; Practice our leadership principles.
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
• Care - Attract and retain great people; Know each individual s capabilities and aspirations; Invest in the growth of others.
Customer Relationship Management
• Leads by example in creating and nurturing strategic relationships with key customer stakeholders, targeting the C-Suite (as appropriate), often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
• Synthesizes insights from their team regarding the business and Information Technology objectives, priorities, and strategies of customers across their Practice and more broadly across their practice in order to identify wide-spread patterns and develop strategies for the practice. Coaches others to do the same.
Opportunity and Pursuit Management
• Provides guidance and mentorship in leading a team in recommending innovative opportunities for growth to capture and communicate customer and industry insights to sellers. Partners with internal leadership teams (e.g., Account Technology Unit [ATU], Customer Success Unit [CSU], Specialist Team Unit [STU]) to identify, create, and strategize on growth opportunities for their Practice and Area growth goals. In partnership with Sales identifies and supports the development of new customer opportunities aligned with Microsoft strategic priorities.
Consumption and Delivery Execution
• Coaches their team on the adoption and consistent use of appropriate delivery-management methodologies, processes, and tools. Coaches their team on effective customer communication and understanding customer expectations. Establishes accountabilities to drive customer outcomes with internal stakeholders through their area's Customer Success Account Managers (CSAMs). Coaches their team on mapping and traceability using complex artifacts or indicators (e.g. value realization metrics). Ensures that their team has processes in place to affirm that they will meet customer goals and expectations. Anticipates, identifies, and mitigates blockers to customer success goals and partners with internal and external leadership stakeholders.
• Sets the strategic direction of solution deliveries across the Practice, mentors others, and supports securing resources with internal leadership to deliver on customer obligations. Provides feedback and improves on delivery methodologies, processes, and tools. Accelerates production level consumption and ensures customer success in driving solution and operational health for Customers across the solution and support lifecycle. Seeks to resolve issues identified and escalated from direct reports regarding internal or critical customer issues (e.g., personnel change requests, threat of critical deal loss) with significant financial impacts on the business.
Customer Success Strategy
• Translates corporate and Customer Success strategy and regional and area direction into local action. Clarifies corporate and Customer Success strategies to build alignment with key stakeholder and customer strategies, and drive toward achieving practice goals. Leads trend identification and implementation across customer and functional teams and tailors practice planning and execution accordingly.
Qualifications
To be effective as a CSAM-M, you have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.
Experience: 10+ years of experience in technical sales, consultative or program delivery. Demonstrated capability in managing complex projects and support engagements.
Management: 5+ years of experience in people management required. Previous revenue management and forecasting experience preferred.
Change: 7+ years of experience driving change management or technical adoption preferred.
Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers..
Education
• Bachelor's degree in Computer Science, Information Technology, Engineering or related field preferred.
• PMP or other project management certification preferred.
• Certification in one or more of the following technologies preferred: Cloud, mobile, Database, Big Data, BI, Data