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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 op