With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S 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) Manager, you will lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This role involves direct people management responsibility for CSAM’s and overall accountability for their team’s end-to-end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders.
Through your team, you will be 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.
Work Conditions
- Up to 50% work from home
- Estimated 25% travel dependent on customer portfolio
- Full-Time
Responsibilities
- Lead proactive customer relationship management to further Microsoft's customer success goals.
- Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work.
- Develop a team culture identifying and sharing customer insights and opportunities for growth and consumption.
- Coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes defined within agreed-upon customer success plans.
- Manage a repeatable and predictable business by coaching a team on program planning, delivery of a Customer Success Plan, and prioritizing engagements to address customer outcomes.
- Stay current with industry and Microsoft technical insights through consultations with stakeholders.
- Empower the team through modeling, coaching, and retention strategies.
