Customer Success Account Manager (CSAM) Leader

Customer Success Account Manager (CSAM) Leader

As a Customer Success Account Management (CSAM) Leader, you will be responsible for a high performing team of Customer Success Account Managers (CSAM’s and CSAM Managers) who are at varying stages of career development, portfolio and program management, cloud service management and technology expertise. This is an exciting role that will help fuel customer success in ASEAN, through your leadership with business, customer, and team growth.

This role has direct people management responsibility and 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 Leader 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.

Qualifications

• Master'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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.

Additional or preferred qualifications

• 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.
• 7+ years relevant work experience within customer industry.
• 5+ years people management experience.
• 5+ years experience managing a consumption portfolio.
• Project Management Institute (PMI) or equivalent Project Management certification.
• Prosci or equivalent certification.

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 – 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 and Sales teams to drive new opportunities for growth, consumption, and customer success.
• 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. You will drive operational, consumption and usage excellence using insights to support adoption, change and success for our customers.
• 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.

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

At Microsoft we are dedicated to advancing human and organisational achievement. We believe that technology is a powerful force for good and that meaningful innovation will contribute to a brighter world where everyone has access to the benefits and opportunities created by technology. Our people are what makes us one of the world’s most dynamic companies. Come as you are, thrive in an environment that helps you achieve more, and do what you love every day.