Microsoft Customer Success Account Management Director 

Mexico, Mexico City, Mexico City 

295601157

• Master'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 Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.

• 5+ year(s) people management experience.

Additional or Preferred Qualifications (PQs)

• Master's Degree in Business, Computer Science, or related field AND 10+ years 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 15+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • OR equivalent experience.
• 7+ years relevant work experience within customer industry.
• 5+ year(s) experience managing a consumption portfolio.
  • Project Management Institute (PMI) or equivalent Project Management certification.
  • Prosci or equivalent Change Management certification.

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 the C-Suite (as appropriate), including participating in and contributing to executive-level briefings.

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 and their alignment with future customer strategy.

Customer Success Leadership - Consumption Leadership

• Guides and coaches the team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption.

Customer Success Leadership – Delivery and Program Management

• Coaches team on serving as trusted advisors to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing reviews, managing key stakeholder and executive expectations via delivery of a Customer Success Plan.
• Manage a repeatable and predictable business by and prioritizing complex engagements to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success.

Technical Relevance

• Directs customers on, coaches team members on and stays current with industry and Microsoft technical insights through consultation with leadership, the Customer Success community, peers, partners and customer stakeholders.