We are looking to senior manager and leader to be CSAM-M for Czech Republic and Slovakia and be at the forefront of our customers' digital transformation. This person will be very active in day-to-day coaching of his/her team, leading by example, ensuring that the organizations capabilities are aligned with Customer Success business goals, championing the success adoption of Microsoft cloud solutions, and driving an exceptional customer support experience through proactive service delivery and operational excellence within their organization.

The CSAM-M is accountable for end-to-end service program delivery within an assigned portfolio of customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders. The CSAM-M serves as the primary leadership point of accountability and/or escalation for their portfolio of customers. This role has direct people management responsibility for Customer Success Account Managers and supervises the Customer Success and Support deliveries to customers by their team. The CSAM-M 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 portfolio of accounts led by their CSAMs.

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.

Technical Leadership

Leverages credibility and expertise to act as executive-level sponsor and leader for the customer and partner ecosystem to continuously evolve and grow through digital transformation journey. Provides subregion-level thought leadership for technical integration and innovation with the subregion leadership team. Creates culture of community engagement with customers to influence actions and results at senior levels of the organization.

Builds and maintains a network with senior technical decision makers (e.g., Chief Information Officer, Chief Technology Officer, Chief Architect, technical fellows) to provide guidance on technology trends and cloud adoption. Leverages deep technical knowledge, technical resources (e.g., Cloud Solution Architects), and peer connections to establish and elevate trusted and influential relationships with customer decision makers for customers to drive customer adoption.

Advocates to drive customer technical requirements with corporate product and engineering teams. Coaches team to be proactive, agile, and responsible to the voice of the customer. Creates an internal feedback loop to drive continuous improvement. Creates customer and employee forums for open feedback and collaboration across teams.

Serves as an industry expert/spokesperson, as appropriate (e.g., industry-specific Operating Units) around key technical and customer success topics to drive recognition for Microsoft solutions and brands by speaking at events, blogging, and encouraging organizational participation.

Business Leadership

Cultivates an active network of partners and Independent Service Providers (ISVs) through orchestration with One Commercial Partner (OCP) in the subregion/area to drive consumption and deliver customer value. Builds on their network and establishes a collaborative, customer-focused relationship with partners to ensure customers are supported by partners. Engages partners in consumption reviews to review progress and pipeline.

Promotes inclusion and integration of Services business (e.g., Technical Account Management, Digital Advisory, Solutions teams, Delivery) to scale and grow commercial deployments across the Subregion/Area. Facilitates the model and leads comprehensive integration of Services resources to deliver on comprehensive consumption execution model. Ensures capacity and capability within Services.

Champions consumption for the Subregion by emphasizing the importance of consumption economics and guiding business leadership conversations. Ensures establishment and delivery of Customer Success plan by driving collaboration across the subregion/area leadership team (e.g., Services, partners, Customer Success Unit team, Account Team Unit, Solution Team Unit, Engineering), engaging with customers to elicit feedback and agreement (e.g., sign off), and ensuring integration with the broader account plan process.

Business Execution

Engages with Microsoft and partner resources to ensure awareness and understanding of Customer Success organization and roles at subregion level. Leads internal cadences to ensure coverage of Customer Success Manager (CSM) and Cloud Solution Architect (CSA) resources for customers. Grows account references, advocacy, and loyalty for CSM and CSA practices at subregion/area level. Secures the positioning of the roles toward internal and external stakeholders.

Drives consumption rigor and discipline by leading inclusive and regular rhythm of business (ROB) processes for a small to mid-size subsidiary to collect performance data, report performance to Area Lead and Strategy Team, and inform future plans and decisions (e.g., forecasting, anticipated barriers). Leads a coaching rhythm in alignment with Customer Success Manager (CSM) coaching framework, integrated both locally and with Corporate. Coaches leaders in project management to drive business execution.

Creates culture to drive operational excellence to allow for anticipating blockers by identifying and prioritizing Customer Success Unit (CSU) resources for key projects and empowering others to raise blockers and competitive insights. Escalates to ensure removal of blockers related to the customer business and/or internal processes to deliver technical excellence in Customer Success teams and accelerate customer adoption. Leads subregion-level rhythm of business (ROB) and instills a sense of urgency for strategic agility through other leaders. Identifies patterns in blockers and develops strategies to resolves and prevent them in the future. Assesses and prioritizes technical blockers, and coaches team to enable resolution.

Drives customer engagement by ensuring implementation of a predictable and scalable customer engagement model across all enterprise accounts (e.g., Strategic, Major) for a small to mid-size subsidiary, leveraging Customer Success Unit (CSU) resources, partners, and Microsoft Services. Drives team of leaders to ensure customers achieve desired business outcomes and optimization of their investment. Leverages industry expertise and the power of One Microsoft to align and drive customer intent with appropriate resource models to accelerate consumption and realize customer value. Ensures the organization expands learning on new adoption frameworks and new platform capabilities that cross both technical and business value conversations. Provides recommendations for potential areas of expansion at the subregion/area level.

People Leadership

Facilitates integrated resource execution to accelerate consumption. Orchestrates One Microsoft resources pools (e.g., Engineering, Global Black Belts, End Customer Investment Funds, Marketing and Operations) for a small to mid-size subsidiary to ensure seamless hand-offs between internal customer facing organizations. Leverages internal network to work across groups, influence stakeholders, resolve issues, manage risk, and create consistency of execution and a positive experience for the customer.

Builds and grows healthy teams (e.g., Cloud Solutions Architects, Customer Success Managers) by driving accountability for results across teams, creating a diverse, inclusive, engaging, and motivating environment, managing talent and performance expectations, and collaborating across internal teams (e.g., Account Team Unit [ATU], Specialist Team Unit [STU] partners, One Commercial Partner [OCP], and Services leader teams). Provides coaching and career development to ensure delivery of activities for a small to midsize team.

Builds professional network of technical talent from the market by establishing and leveraging credibility as a technical leader to attract, develop, and retain team of technical resources (e.g., Customer Success Manager [CSM] Managers, Cloud Solution Architect [CSA] Managers, individual contributors) in partnership with Talent Acquisition team.

Inspires and fosters a culture of customer-centricity, consumption, adoption, and use by driving accountability and collaboration with peers and extended teams to shape the end-to-end customer experience. Encourages and empowers teams to share learnings, calibrate on challenges and trends, and leverage pre-existing resources to promote community sharing across the subsidiary. Coaches team to create and sustain value and trust with customers by respectfully challenging their decisions and/or areas for improvement, explaining cost impacts, project context, business impact, etc., and encouraging them to consider alternative approaches as appropriate.

Creates a learning culture across EOU (Enterprise Operating Unit) in a small to mid-size subsidiary that feeds technical leadership and business value capabilities (e.g., technical readiness agenda), enables collaboration, and promotes participation and effective use of resources. Ensures creation of learning plans for customers and their communities (e.g., developer communities, Information Technology communities, customer internal business communities) through leadership and execution.

Enables collaboration within Microsoft by helping Customer Success Manager (CSM) and Cloud Solution Architect (CSA) resources connect to relevant Microsoft stakeholders and build relationships across the organization and subregion/area CSU community. Leads by example by bringing in other functions (e.g., Engineering, Global Black Belt) to act on Customer Success qualified leads or expansion opportunities.

Qualifications

Several years of professional experience including technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success

Engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales)

People management/leadership experience

Complex project management and/or customer account management experience (e.g., leading/orchestrating virtual teams)

Fluent Czech/Slovak and English is required for this role

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.