Customer Success Account Manager

Microsoft's Customer Experience & Success organization helps customers accelerate business value through differentiated experiences powered by Microsoft products and services. The Customer Success Account Management Manager leads a team of Customer Success Account Managers, overseeing customer success planning, delivery, cloud adoption, portfolio management, stakeholder relationships, and customer outcomes.

Responsibilities:

• Customer Relationship Management – You will lead by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts
• Customer Success leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account
• You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.​
• Customer Success Leadership and Consumption Leadership – You will coach a 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 – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success
• Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders
• You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people

Requirements:

• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience
• This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship
• Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience
• 5+ years relevant work experience within customer industry
• 3+ year(s) people management experience
• 3+ year(s) experience managing a consumption portfolio
• Project Management Institute (PMI) or equivalent Project Management certification
• Prosci or equivalent certification
• Experience in healthcare and life sciences; people management experience