Customer Success Account Management Manager

Overview

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 Manager, you 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 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 CSAM’s, has 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 their team the Customer Success Account Management Manager 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 and can be performed from home or office with an estimated 25% travel dependent on customer portfolio.

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 – You will lead by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.

Customer Success Leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.

Customer Success Leadership and Consumption Leadership – You will coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.

Customer Success Leadership – Delivery and Program Management – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan, and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.

Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.

Qualifications

Required Qualifications (RQs)

• Bachelor'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 OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience

Other Requirements

• This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

Preferred Qualifications (PQs)

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience
• 5+ years relevant work experience within customer industry
• 3+ year(s) people management experience
• 3+ year(s) experience managing a consumption portfolio
• Project Management Institute (PMI) or equivalent Project Management certification
• Prosci or equivalent certification
• 8+ years of relevant experience in Healthcare and life sciences industry, with a strong understanding of business, regulatory, and PHI requirements

Key skills/competency

• Customer Success
• Account Management
• Cloud Adoption
• Portfolio Management
• Program Management
• Relationship Management
• Team Leadership
• Microsoft Products
• Business Development
• Strategic Planning