Senior Leader- Customer Success Account Management

Microsoft

Location: Atlanta, Georgia, Charlotte, North Carolina, Dallas, Texas, Houston, Texas, Miami, Florida, Tampa, Florida

Job Type: Full time

Posted

Perfection not required
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This role is the most senior leader for Customer Success Account Management in Microsoft’s South Region Enterprise Commercial Business. You will lead an organization of more than 110 Customer Success Account Management professionals including ten other managers and managing directors.

This role is an M3 manager position responsible for setting strategic direction, driving organizational change, and delivering exceptional customer experience while delivering against sales quota.

In addition to leading your direct organization, you will be the executive escalation point for both proactive support as well as mission critical reactive support escalations on behalf of more than 250 Enterprise customer organizations and the 800-person South Region Microsoft organization.

This role reports to the South Region Customer Success Leader and represents roughly 1/3 of the overall South Region Customer Success organization. In addition to leading their own organization, this role will be a critical part of the overall South Region Enterprise Operating Unit’s Sr. Leadership team with direct influence on the 300-person South Region Customer Success organization and the overall 800-person South organization.

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we supply industry-leading products and services, but also because we provide a differentiated and connected customer experience.


As a Customer Success Account Management Leader, you lead a high performing organization of Customer Success Account Managers (CSAMs) that are well versed in cloud adoption, portfolio and program delivery management practices, cloud service management and technology trends. CSAMs are the delivery leaders in our core account teams and partner with a wide range of customers. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth! ​


This role has direct people management responsibility for an organization of Customer Success Account Managers, their managers and their managers’ managers, and is portfolio of customers, while ensuring close partnership with internal and external stakeholders. This is a transformational role and to support the needs of the business, the ideal candidate will have prior success driving change management across large organizations. Specifically in this role, this role will need to develop and deliver an enablement plan to help the organization move forward and transition beyond reactive support and into orchestration of customer success by focusing on the customer experience throughout the customer’s evaluation and adoption journey.


Through their teams of CSAMs, the CSAM Leader leads a team which drives customer satisfaction, the operational health of customers’ environments, and the alignment of delivery resources to customer outcomes and governance of support obligations.

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

Customer Relationship Management –


  • Create and nurture strategic partnerships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and significant issues are being anticipated, identified, and managed. ​

  • Develop Practice strategy with key stakeholders aligned with business and IT (information technology) objectives, priorities, and strategies of Customers.​

Account Planning –

  • Build a close and effective teaming relationship with Account Team Unit counterparts to drive Account Planning rhythm and quality, and a seamless, connected customer experience.

  • Support and coach the CSAM organization to integrate with Account Teams in developing, contributing to high-quality Customer Success Plans that realize customer goals through Microsoft’s technical solutions and support services.


Opportunity, Pursuit and Pipeline Management –

  • Instill a team culture of identifying and sharing Customer insights and opportunities with the Account Teams, Specialist Sales Teams and Solution Architect teams.​

  • Ensure the CSAMs in your team are supporting the Support sales process by proposing services that align to customer priorities.


Consumption and Delivery Execution –

  • Support and guide the CSAM organization in effective Customer Success planning and delivery against their portfolio of projects and support obligations, to drive realization of Customer objectives and accelerate Microsoft cloud consumption.​

  • Partner with Key Stakeholders to lead and coach CSAMs through complex customer success and support escalations ensuring a seamless connected customer experience.

Staffing and Skilling - ​

  • Hire, on-board, develop and manage a diverse and inclusive team of Customer Success Account Managers and leaders; lead, coach and motivate this team to high-performance.​

  • Develop and execute skilling plans for your teams, and yourself, to build technical and professional expertise in alignment with business priorities.


Leadership -

  • Demonstrate strength of character and set the tone as a role model; coach, provide feedback and direction to the team; value and care about the people in the team; create an open, safe and trusting environment where people thrive.​

  • Create clarity and shared understanding; generate positive, motivating, creative energy; deliver success through a “growth mindset”.​

Qualifications

Required/Minimum Qualifications:

  • Bachelor's Degree in Engineering, Information Technology, Business or related field
  • AND 4+ year(s) work experience in solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.

Additional or Preferred Qualifications:

  • 5+ years people management experience
    • Bachelor'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


Professional

  • 10+ years relevant work experience within customer industry.

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

  • PROSCI or equivalent change management certification.


Technical
Breadth of knowledge across Solution Areas including:

  • Solid understanding of Microsoft’s products, technologies and solutions
  • Certifications in relevant Microsoft cloud solutions or competitive platforms
  • OR equivalent technologies and solutions

You’ve got this!