Microsoft Customer Success Account Director 

China, Beijing, Beijing 

943418311

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.

As a Customer Success Account Manager (CSAM) Manager, you are the bridge that connects customers with transformative solutions, driving growth and fostering long-term partnerships. You are pivotal in shaping the customer journey, ensuring that every interaction delivers value and reinforces Microsoft's position as a leader in customer success.

Required/Minimum Qualifications

• Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 8+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR Master's Degree in Engineering, Information Technology, Business, or related field AND 6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience.

Additional or Preferred Qualifications

• • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 15+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR Master's Degree in Engineering, Information Technology, Business, or related field AND 12+ years solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.
  • 7+ years management work experience within cloud service industry.
  • Strong business knowledge of mainstream cloud customer industries, e.g., gaming, short video, e-comm, retail, high-tech, auto, etc.
  • Strong technical background and familiarity with mainstream internet technology stack, OSS, etc.
  • Proven record and experience as a key role in the landing of large/complex cloud projects.
  • Proven record of managing a large team with a good culture, strong unity and career development.
  • Project Management Institute (PMI) or equivalent Project Management certification.
  • Prosci or equivalent certification.

People Management

• Directly manage CSAM IC member(s) as a first-line manager who supports the most critical, challenging, and business-impactful accounts.Directly manage CSAM IC member(s) as a first-line manager who supports the most critical, challenging, and business-impactful accounts.
• Consistently create clarity for CSAM team member(s) with both tangible goals and actionable activities.
• Provide regular on-job coaching to CSAM team member(s) via in-depth personal presence and deep involvement in the most challenging scenarios, e.g., high-impact technical issues.
• Foster and exemplify “Unified is customer’s Success contract vs customer support contract throughout CSAM team’s internal/external engagement.
• Manage and coach CSAM manager(s) on both operational activities and career development initiatives.
• 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.

GCR CSAM Community Management

• Play the Area CSAM community leader role for GCR.
• On behalf of GCR Area, participate in WW Area CSAM community leader forum, communication, meeting, and sharing.
• Be responsible for the WW CSAM update, program, and change management cascading and ensure a smooth landing in GCR.
• Be responsible for the healthy growth of Unified service and the success of relevant business measurements.
• Organize the ongoing sharing session across PRC, HK, and TW CSAM teams.
• Support CSU Area lead in key CSAM operational initiatives, e.g., CSAM demand/capacity monitoring, incremental capacity application, reactive effort optimization, etc.
• Work with other key stakeholder teams, e.g., CSS, RSM to track CXP/CSAT and strive for long-term improvement.

Customer Relationship Management

• Be a strong advocate for “Unified is customer’s Success contract vs. customer support contract throughout daily customer engagement.
• Act as CSAM executive sponsor for designated key Unified customers and drive for the CXP improvement as well as sustainable business growth and long-term partnership. For instance, ensure project delivery value is on track and major issues are being anticipated, identified, and managed.
• Participate and play critical roles in regular customer business cadence, e.g., key project kick-off, MBR, QBR and EBC, etc.
• In-depth personal involvement in the key Unified renewal and greenfield penetration cases, and provide valuable insight, business perspective and technical POV.
• For massive impact ourage/cloud service failure scenarios, play an active role in ACCG(Area Crisis Coordination Group) to mitigate the customer impact.
• Lead CSAM team and partner with relevant key stakeholder teams to drive long-term customer experience improvement
• 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.
• Be a strong advocate for “Unified is customer’s Success contract vs. customer support contract throughout account planning and EOU team collaboration.
• Lead the CSAM team to continuouly expediate the CSAM transformation to a more proactive service and value-add oriented role in account engagements, .e.g, provide actionable guidance to CSAM(s) to lead the Unified scoping with CSA’s support, support CSAM(s) to own account erosion tracking/aleat/mitigation.
• FY24 CSU-Job2. Provides guidance and mentorship in leading a team in recommending innovative opportunities, next best workloads, for growth to capture and communicate customer and industry insights to sellers. Partners with internal EOU leadership teams 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 opportunities aligned with Microsoft strategic priorities; provides thought leadership on the future direction of the Customer Success strategy and portfolio.

Consumption and Delivery Execution

• On-job coach their team on the adoption and consistent use of MCEM framework in daily cross-EOU engagement to nurture high-quality customer priority plan, customer success plan, and ramp-up plan.
• Participate in the critical account consumption review meeting and provide valuable insight from both business and technical perspectives.
• Actively team up with the CXP, CSS, RSM, CMET to respond customer’s technical issue resolution and maintain best-in-class CXP.
• Lead CSAM team to host MACC-to-ACR for Unified attached MACC account and identify root cause for lagged consumption account with practicable improvement action items.
• Based on the deep-dive analysis of the consumption growth risk/blockers, work with the EOU team, support team and PG team to develop an improvement plan to de-risk the consumption blockers.
• In-person guidance to the CSAM team about complex project management via deep experience in terms of tech risk management, budget management, timeline management, etc.
• Guide the CSAM team to learn, leverage, and develop technical tools, mechanisms and telemetries in daily work to proactively track the business KPI and customer usage healthiness.
• Strive for long-term CSAM work efficiency improvement via partnership with the relevant key stakeholders.
• Proactively work with the support organization and PG/Eng organization to review and take action on the improvement area of the existing engagement process.
• Work with the account team and solution area team to set the strategic direction of solution deliveries across the practices. Accelerate production level consumption growth and broadness of product usage in customer’s key workloads.
• FY24 CSU-Job1. Be accountable and be the owner of committed pipelines at the MCEM stage 4/5 and work with appropriate resources to overcome the hinders to ensure the committed-to-completion goal achievement.

Technical Skilling

• Exemplify the tech-competent manager role by providing valuable tech-related coaching, and advice to the CSAM(s) in their daily job, e.g., customer success plan, incident resolution, tech proposal review, competition analysis, etc.
• Nurture a life-long learning culture in CSAM community.
• Develop and execute the CSAM tech-intensity enhancement plan based on the team member’s skillsets, customer’s business use case, product roadmap and competition landscape.
• Develop and execute the CSAM non-tech-skill improvement plan, e.g., industry know-how, project management, presentation, conflict comm, etc.
• Work with CSA practice managers to co-develop the VBD enablement for CSAM team.

Customer Success Strategy

• Leads the adoption of and contributes to corporate and Customer Success strategy, organizational direction, and customer initiatives to align managers and individual contributors. Adapts corporate and Customer Success strategies in order to build alignment with key stakeholder and customer strategies, and drive toward achieving practice goals. Leads strategy development for their practice to inspire, direct, and affirm team and individual actions.

• Embody ourand
• Be a strong advocate of caring manager and help CSAM(s) career development
• Prioritize compliance regulation/operation principles throughout the CSAM team’s operation and customer engagement.