Microsoft Mission

We are always learning and insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

To learn more about Microsoft’s mission, please visit:  https://www.microsoft.com/en-us/about   

Check out all of our products at:  http://www.microsoft.com/en-us 

What Joining Microsoft Means?

Microsoft is on a mission to empower every person and every organisation on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Customer Success at Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. Microsoft invests in a dedicated Customer Success team that helps customers successfully realise their business outcomes and the value of their investments in Microsoft.

Impact

As a Leader/Manager of a Customer Success Account Manager team, you will lead a high-performing team of Customer Success Account Managers (CSAMs), that are well versed in cloud adoption, program delivery management practices and technology trends. This is an exciting role that will help fuel customer success, through your leadership and innovation with business, customer and team engagement.

Key Accountabilities
The CSAM Manager is accountable for driving Customer Success, 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 Manager serves as the primary leadership point of accountability and escalation for their customers. This role has direct people management responsibility for Customer Success Account Managers and leads the Customer Success and Support deliveries to customers, through their team.

Responsibilities

The CSAM Manager is responsible for driving customer satisfaction through effective use of Microsoft’s cloud platforms, consumption, fulfilling Support contractual obligations and delivery governance for their portfolio of accounts, led by their CSAMs.

The CSAM Manager is a key business, industry and people leader responsible for:

• Talent acquisition and planning, on-boarding, developing, coaching, mentoring and evaluating Customer Success Account Managers.
• Building a high performing team that is diverse and inclusive.
• Strong partnering with all required Microsoft stakeholders to drive role clarity, account coverage, project assignment, effective cross-team collaboration and acceleration of multi-cloud consumption activities.
• Coach and enable the team to accelerate cross cloud workload projects to production, including technical readiness, blocker escalations and technical resource orchestration.
• Ensure the team delivers high quality production deployments that are resilient and successful.
• Drive operational excellence, including timely consumption opportunity management, high-quality reporting and insights and delivery portfolio health.

Qualifications

We are looking for a highly motivated and passionate business and people leader to lead a team and a portfolio of accounts with a significant amount of cross-functional cloud services, enabling cloud adoption and success for our customers.

• Business Leadership: Experience in customer success, technology sales, consultative or program delivery, preferably within Enterprise Commercial. The ability to demonstrate capability in managing within complex environments, complex projects and support engagements. 

• People Leadership: Experience in managing people and virtual teams across functions, being able to demonstrate leadership in driving an inclusive and collaborative culture, driving teamwork, diversity and cross-team alignment. Ability to inspire teams and manage complex people dynamics. 

• Driving Change: Experience in driving transformation, organizational and business change while delivering results with customers and within an organisation, demonstrating experience of driving change or adoption of technology with customers. 

• Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers and proven ability to influence across organizational boundaries is key.
• Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.
• Business & Technical acumen by demonstrating: Proven ability to map the customer’s needs to solutions, understanding Enterprise cloud workloads and an ability to stay up to date on Cloud and Industry Scenarios and workloads. Empathy, curiosity, the desire to constantly improve, acquire new skills and drive for results.
• Industry: A desire and passion to work in Enterprise Commercial Sector within the Manufacturing , Resources and Life Science industries.
• Education
• Bachelor's degree, beneficial but not essential if within Computer Science, Information Technology, Engineering or related field
• PMP or other project management certification is preferred.