Customer Success Account Management Manager

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 executives (as appropriate). Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities.
- Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations key stakeholders.
- Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.

**Technical Relevance**:

- Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.

**Customer Success Leadership**:

- Drives 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. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives. Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.
- Coaches team on developing and delivering strategic roadmaps in partnership with key stakeho