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Customer Success Account Managers of Manager (M2 position) – Head of Public Sector, CMCS, Manufacturing territories

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As the Customer Success Account Manager- Manager of Manager (CSAM- M2), you lead a high-performing team of CSAM Managers (CSAM1) that are well versed in cloud adoption, portfolio and program delivery management practices, and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth! ​

​The CSAM-M2 is accountable for his/her practises to deliver end-to-end service program delivery within some assigned Industry Territories representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal (M2 and LT community) and external stakeholders (CxO). The CSAM-M2 serves as the executive leadership point of accountability for escalation for their customers set. This role has direct people management responsibility for CSAM Managers and oversees the Customer Success and Support deliveries to customers by their teams. Through their team of CSAM Mgrs, the CSAM-M2 is responsible for driving customer satisfaction, customer effective use of Microsoft’s cloud platforms, consumption, growth with fulfilling Support contractual obligations, and the governance of delivery for their Customer accounts led by their CSAMs. ​

Responsibilities

  • 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 Management

  • Leads by example in creating and nurturing strategic relationships with key customer stakeholders, targeting the C-Suite, including the Chief Executive Officer, and the Board of Directors (as appropriate), often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed
  • Synthesizes insights from their team regarding the business and Information Technology objectives, priorities, and strategies of customers across their practice and more broadly across their practice and the Customer Success business in order to identify wide-spread patterns and develop strategies for the practice. Coaches others to do the same. Communicates current status of portfolio engagements to customer stakeholders on regular cadence. Coaches team to anticipate and capture new customer needs and outcomes identified during customer engagement and acts as a thought leader. Scopes for managed intellectual property (IP) that supports the practice, and provides feedback to corporate on the effectiveness of IP

Account Planning

  • Cultivates the image of their team, practice, and Microsoft as a valued business partner by aligning customer strategy with Microsoft’s offerings and roadmap, as well as considering future industry needs, to agree on a long-term strategy (including for consumption) aligned to those objectives. Contributes as a thought leader on industry and customer insights, leads engagement across different teams to support complex portfolio and program planning, engagement with executive sponsors, and prioritization of engagements to address strategic outcomes and drive customer success. Provides guidance and mentorship to the Practice and other account team leaders, supports the Account Team in presenting the business, and technical need for change and challenging customers’ thinking where appropriate, including insights from competitors. Supports Area-level planning, acts as a change agent for the practice and advocates internally to help customers transform to modern digital approaches
  • Cultivates transformational approaches in aligning growth goals, opportunities, and industry strategies enabling organizational and area portfolio and program planning excellence for the largest, most complex, strategic customers (e.g., global, high- revenue generation, complex transformation, strategic accounts) in partnership with Sales and account team leadership across solution areas. Supports the efficiency targets of their practice through the delivery of contracts and customer value, leveraging managed intellectual property (MIP) and enhanced offerings, in alignment with compliance policies

Opportunity and Pursuit Management

  • Provides guidance and mentorship in leading a team in recommending innovative opportunities for growth to capture and communicate customer and industry insights to sellers. Partners with internal leadership teams (e.g., Account Technology Unit [ATU], Customer Success Unit [CSU], Specialist Team Unit [STU]) to identify, create, and strategize on growth opportunities for their Practice and Area growth goals. Identifies and supports, In partnership with Sales, the development of new customer opportunities aligned with Microsoft strategic priorities; provides thought leadership on the future direction of the Customer Success strategy and portfolio

Consumption and Delivery Execution

  • Coaches their team on the adoption and consistent use of appropriate delivery-management methodologies, processes, and tools. Coaches their team on effective customer communication and understanding customer expectations; ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams and management/leadership stakeholders. Encourages others to develop and/or expand awareness of internal mechanisms to best address global customer and industry needs. Establishes accountabilities to drive customer outcomes with internal stakeholders through their area’s Customer Success Account Managers (CSAMs). Coaches their team on mapping and traceability using complex artifacts or indicators (e.g. value realization metrics). Ensures that their team has processes in place to affirm that they will meet customer goals and expectations. Implements strategies and action plans that intentionally and predictably reduce risk, and drive customer value and consumption outcomes. Ensures their team is able to implement expectation management in complex environments (including recovery situations) and is able to take out-of-scope actions to turnaround expectations if necessary. Anticipates, identifies, and mitigates blockers to customer success goals and partners with internal and external leadership stakeholders. Coordinates executive escalation management of incidents, including executive communications. Develops widespread initiatives to coach the Area and Practice on common consumption blockers in the industry and implements innovative approaches to address them
  • Sets the strategic direction of solution deliveries across the Practice, mentors others, and supports securing resources with internal leadership to deliver on customer obligations. Provides feedback and improves on delivery methodologies, processes, and tools. Accelerates production level consumption and ensures customer success in driving solution and operational health for Customers across the solution and support lifecycle. Seeks to resolve issues identified and escalated from direct reports regarding internal or critical customer issues (e.g., personnel change requests, threat of critical deal loss) with significant financial impacts on the business. Establishes global escalation standards for their Practice and Area and implements escalation management governance processes. Proactively manages customer and internal executive engagement through strategic relationships

Technical Skilling

  • Supports their team in developing and executing skilling plans to build technical expertise (e.g., customer/industry knowledge, product skills) in alignment with business priorities. Leverages development opportunities (e.g., mentorships, role-based resources, training) and drives team technical capabilities by proactively providing development opportunities through coaching and mentorship. Shares industry expertise with their peers and broader Customer Success community. Leverages deep industry insights and customer experiences to challenge internal peers and provide mentorship that enhances their understanding of the customer and industry. Builds and leverages deep partnerships with technical teams (e.g., Cloud Solution Architecture [CSA] Fastrack, Engineering) and uses technical expertise to integrate multiple cloud technologies into robust solutions. Engages with customers at an executive-level to deepen competitive and strategic expertise and acts as a technical advisor to the area leadership team. Builds a strong network of executive-level customer stakeholders and advises on technology trends and digital approaches

Customer Success Strategy

  • Leads the adoption of and contributes to corporate and Customer Success strategy, organizational direction, and customer initiatives to align managers and individual contributors. Adapts corporate and Customer Success strategies in order to build alignment with key stakeholder and customer strategies, and drive toward achieving practice goals. Leads strategy development for their practice to inspire, direct, and affirm team and individual actions

Other

  • Embody our culture and values

Qualifications

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Qualifications

  • Master’s Degree in Engineering, Information Technology, Business, or related field

AND

  • 10+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • Program Management and Change management proven experiences

Benefits and Perks

  • Industry leading healthcare
  • Savings and investments
  • Giving programs
  • Educational resources
  • Maternity and paternity leave
  • Opportunities to network and connect
  • Discounts on products and services
  • Generous time away

Job Summary

  • Job number: 1392375
  • Date posted : 2022-07-22
  • Travel: 0-25%
  • Profession: Customer Success
  • Role type: People Manager
  • Employment type: Full-Time
  • Experience: Experienced professionals
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