Customer Success Account Management Director

Customer Success Account Management Director Date posted: Sep 19, 2024 Job number: 1750365 Work site: Up to 50% work from home Travel: 0-25 % Role type: People Manager Profession: Customer Success Employment type: Full-Time Overview As a Customer Success Account Management (CSAM) Director, 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 managers, 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 Director 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. Qualifications Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success/customer experience, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success/customer experience, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. Knowledge of trends, direction, new products, and changes in the technology as it applies to a particular area of focus, as well as specific knowledge about hardware, software, and services. 10+ years people management experience. Experience managing Enterprise IT Service Delivery teams. Be a skillful leader, able to directly deliver and deliver through influence of others - both internally at Microsoft and externally through partners. Be a confident leader, representing your business in front of partners and stakeholders at all levels inside and outside Microsoft. Advanced English level. Additional or preferred qualifications: Prosci or equivalent certification. Demonstrated experience in an international/multi-country enterprise deployment. Project Management Institute (PMI) or equivalent Project Management certification. 5+ years experience managing a consumption portfolio. 12+ years people management experience. 7+ years relevant work experience within customer industry. Master'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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 15+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. Responsibilities Customer Relationship Management Identifies, understands, influences, and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations at customer executive levels. Partners with key internal, partner, and customer stakeholders to develop strategies that position Microsoft products and offerings to address desired business priorities. Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer portfolio 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 across a portfolio. Reviews and communicates the status of delivery programs linked to portfolio priorities with internal stakeholders. Leads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting the C-Suite (as appropriate), including participating in and contributing to executive-level briefings. Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential major issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities. Advises and shapes internal design and strategy decisions that have a direct impact on customer relationships. 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 and their alignment with future customer strategy. Coaches 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. Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to drive customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. Coaches team to develop a multi-year strategy, deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn. Coaches team on serving as trusted advisors to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing reviews, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing complex engagements to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success. Coaches team on optimizing preexisting and developing new Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Coaches team on anticipating, identifying, and mitigating customer blockers and risks by leveraging Microsoft solutions and services, and developing deliverable programs of work and aligning them with key customer and Microsoft priorities. Guides team through leading delivery program reviews with internal stakeholders to ensure alignment on business and industry outcomes and customer priorities. Leads executive escalation management and communications for delivery programs in the customer account. Runs rhythms of business (RoBs) reviewing delivery excellence metrics (e.g., delivery backlog, bookings, unstaffed requests). Technical Relevance Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Directs customers on, coaches team members on and stays current with industry and Microsoft technical insights through consultation with leadership, the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction, illustrating advantages over Microsoft's competition. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. Industry leading healthcare Educational resources Discounts on products and services Savings and investments Maternity and paternity leave Generous time away Giving programs Opportunities to network and connect Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. 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