Manager - Customer Success Account Management - Schiphol, Nederland - Microsoft

Beschrijving

Overview

The Customer Success Account Manager (CSAM) team is the key team enabling business value for our customers through the Unified Service. CSAMs are strategic members of the Account team who orchestrate delivery working as Chief Operating Officers. Within the Customer Success Unit, the CSAM Manager leads a team assigned to customers grouped by segment. Our core goals are becoming the trusted delivery partner for our customers, ensuring they see the desired business outcomes in support of their business transformation and growth. Our team prides itself on embracing a growth mindset, inspiring excellence, and encouraging everyone to share their unique viewpoints and be their authentic selves.

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

This opportunity will allow you to develop end expand deep business acumen in customer success, service delivery and Gen AI. This is a flexible work opportunity with possibility to work from home partially. Obviously, it is important to get to know the team, customers and business stakeholders so initially it will be helpful to work often from the office.

As a Customer Success Account Management (CSAM) Manager, you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth

This role has direct people management responsibility for CSAM's, has overall accountability for their team's end to end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders.

Through their team the CSAM Manager is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources to drive strong customer outcomes aligned to their top priorities. The role does not have a sales target and is measured on Usage and other key KPIs. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio.

Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Qualifications

Required/Minimum Qualifications (RQs/MQs)

Master'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

OR 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

OR equivalent experience.

Additional or Preferred Qualifications (PQs)

Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND proven customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND significant customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience

OR equivalent experience.

Proven experience in people management, customer industry and managing consumption portfolio.

Project Management Institute (PMI) or equivalent Project Management certification.

Prosci or equivalent Change Management certification.

Responsibilities

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).

Customer Success Leadership – Customer Strategy and Growth

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.

Customer Success leadership – Consumption Leadership

Coaches team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.

Customer Success Leadership – Delivery and program Management

Manage a repeatable and predictable business by coaching Customer Success account Managers in creating robust Customer Success and delivery plans against their portfolio of customer projects and contract obligations, to increase velocity of achieving Customer objectives and accelerate Microsoft cloud consumption.​

Technical Relevance

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect