Microsoft Customer Success Account Management - Manager 

United States, Texas, Houston 

429823889

Required/Minimum Qualifications:

• 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

Additional or Preferred Qualifications:

• 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
• Proven ability to map Customer needs to solutions
• Understanding of Enterprise cloud workloads​
• Ability to stay up to date on new/ improved cross cloud scenarios and workloads
• Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results
• Demonstrated leadership through prior technical, consultative or program delivery coaching/leadership roles
• Project Management Professional (PMP) or other project management certification
• Information Technology Infrastructure Library (ITIL) Foundation certification
• Prosci or equivalent change management certification
• Certification in one or more of the following technologies preferred: Cloud, mobile, Database, Big Data, BI, Data Science, Machine Learning, Artificial Intelligence

Customer Relationship Management:​

• Create and nurture strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed. ​
• Develop Practice strategy aligned with business and IT objectives, priorities, and strategies of Customers.​

Account Planning:​

• Bring customer and industry insights to the Account Planning rhythm for strategic customers​.
• Support and coach CSAM's to collaborate with Account Teams in developing Customer Account Plans that align the vision for Microsoft's offerings with Customer objectives and strategies.​
• Develop and support CSAM's in portfolio prioritization and planning of customer engagements to achieve Customer objectives and value.​

Opportunity and Pursuit Management:​

• Instill a team culture of identifying and sharing Customer insights and opportunities with the broader Account Team.​
• Drive partnership with internal Account Teams to identify, create, and support the pursuit of growth opportunities across the Practice. ​

Consumption and Delivery Execution:​

• Oversee CSAM's in effective delivery against their portfolio of prioritized solutions and workloads to drive customer value realization and Microsoft cloud consumption.​
• Anticipate, identify, and mitigate blockers to customer success goals and partners with internal and external stakeholders to accelerate customer value realization and customer satisfaction.​

Staffing and Skilling:​

• Hire, on-board, develop and manage a diverse and inclusive team of Customer Success Account Managers; lead and motivate this team to high-performance.​
• Develop and execute skilling plans for CSAM's and oneself to build technical and professional expertise in alignment with business priorities. ​

Leadership:​

• Demonstrate strength of character and set the tone as a role model; coach, provide feedback and direction to the team; value and care about the people in the team; create an open and trusting environment where people thrive.​
• Create clarity and shared understanding; generate positive, motivating, creative energy; deliver success through a “growth mindset”.​
• To be effective as a Customer Success Account Management - Manager, you will be able to influence across organizational boundaries and have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.

Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, interpersonal, verbal, written and presentation skills