Manager - Customer Success Account Management

Descripción del puesto:

The Manager for Customer Success Account Management, expands customer relationships to create cross-sell and upsell opportunities. Leads and coaches business value conversations key stakeholders.

Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.

Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan, and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.

Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance.

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 through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting executives (as appropriate). Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities.
* Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations key stakeholders.
* Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer 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. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.
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Technical Relevance
* Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals.
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* Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.
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.
* Leads 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

Requerimientos del candidato/a:

Required/Minimum Qualifications
* Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND substantial customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
* People management experience.
* Experience in managing a consumption portfolio.
* Project Management Institute (PMI) or equivalent Project Management certification.
* Prosci or equivalent certification.

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