Customer Success Account Management
4 dni temu
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. 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 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 CSAM 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.
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.
Qualifications
Required/Minimum Qualifications (RQs/MQs)
Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND solid customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND extensive customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR equivalent experience. This role requires cooperation with local customers, therefore fluency in Polish is required.
Additional or Preferred Qualifications (PQs)
Solid people management experience. Experience managing a consumption portfolio.Project Management Institute (PMI) or equivalent Project Management certification.Prosci or equivalent Change Management certification.
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 ManagementLeads 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).
Customer Success Leadership – Customer Strategy and GrowthDrives 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.
Customer Success leadership – Consumption LeadershipCoaches 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 ManagementManage a repeatable and predictable business by coaching Customer Success account Managers in creating robust Customer Success and delivery plans against their portfolio of customer projects and contract obligations, to increase velocity of achieving Customer objectives and accelerate Microsoft cloud consumption.
Technical RelevanceCoaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect-
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