Customer Success Account Management

1 week ago

Greater Toronto Area, Canada Microsoft Full time

With over 17,000 employees worldwide, the mission of the Customer Success Unit (CSU) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CSU and help us build a future where customers achieve their business outcomes faster with technology that does more.

As a Customer Success Account Management (CSAM) Leader, you lead a high performing team of Customer Success Account Manager Managers (CSAMMs) 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 organizational accountability for Industry-aligned CSAM Managers and their teams for their organization’s end to end Customer Success planning and delivery to an assigned portfolio of customers, with additional responsibilities to coach delivery excellence across the broader CSAM team.

Through their team the CSAM Leader 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 with an expectation of at least one day per week in the office and an estimated 50% travel.

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.

**Responsibilities**:
**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 through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting the C-Suite, including participating in and contributing to executive-level briefings.

**Customer Success Leadership - Customer Strategy and Growth**
- Coaches their team to drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account, promoting identified opportunities for growth and their alignment with future customer strategy.

**Customer Success Leadership - Consumption Leadership**
- Guides and coaches their team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption.
- Coaches team to identify pipeline opportunities, be accountable for milestones and ensure committed milestones are completed to deliver customer outcomes.

**Customer Success Leadership - Delivery and Program Management**
- Coaches team on serving as trusted advisors to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing reviews, managing key stakeholder and executive expectations via delivery of a Customer Success Plan.
- Manage a repeatable and predictable business by and prioritizing complex engagements to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success.
- Partners with their leader on the monthly rhythm of the business across the CSU

**Technical Relevance**
- Able to discuss technology trends and direction with C-Suite customer stakeholders, staying current with Industry and Microsoft technologies, coaching and upleveling the technical acumen of their team.

**Other**:

- Embody our culture and values

**Qualifications**:
**Required/Minimum Qualifications**Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- o OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- o OR equivalent experience.

**Additional or Preferred Qualifications**- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 15+ years customer success, solution delivery, pr

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