• Customer Success Account Management - Manager

    Microsoft CorporationReston, VA 22096

    Job #1705542641

  • Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

    Customer Success: Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

    Responsibilities

    As the Customer Success Account Management-Manager (CSAM-M), you lead a high-performing team of seasoned Customer Success Account Managers (CSAM) that are well versed in cloud adoption, program delivery management practices, and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!

    Key responsibilities include:

    The CSAM-M is accountable for end-to-end service program delivery within a particular customer or 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 customer(s). 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.

    • Embody our culture and values

    Qualifications

    Required/Minimum Qualifications

    • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

    • OR Master's Degree in Engineering, Information Technology, Business, or related field AND 4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

    • OR equivalent experience.

    Additional or Preferred Qualifications

    • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 12+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

    • OR Master's Degree in Engineering, Information Technology, Business, or related field AND 10+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience

    • OR equivalent experience.

    • 5+ years relevant work experience within healthcare industry preferred.

    • Prior people management experience preferred.

    • Project Management Institute (PMI) or equivalent Project Management certification.

    • Prosci or equivalent certification.

    Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (~~~) .

    Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.