Manager - Customer Success Account Management Team
Microsoft
Lisbon, Lisbon, Portugal
há 5 dias

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.

To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

As the Customer Success Account Manager- Manager (CSAM- M), you lead a high-performing team of seasoned Customer Success Account Managers (CSAM) that are well versed in cloud adoption, program delivery management practices, and technology trends.

This is an exciting role that will help fuel customer success through your leadership with customer, business and team growth!

Responsibilities

The CSAM Manager is accountable for end-to-end service program delivery within an assigned portfolio of customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders.

The CSAM Manager serves as the primary leadership point of accountability and / or escalation for their portfolio of customers.

This role has direct people management responsibility for Customer Success Account Managers and supervises the Customer Success and Support deliveries to customers by their team.

The CSAM Manager is responsible for driving customer satisfaction, customer effective use of Microsoft’s cloud platforms, consumption, growth with fulfilling Support contractual obligations, and the governance of delivery for their portfolio of accounts led by their CSAMs.

  • Hire, on-board, develop, coach, mentor and evaluate Customer Success Account Managers. Set a clear bar for excellence.
  • Build a high performing team that will be diverse and inclusive.

  • Must possess exceptional cross-team collaboration and communication. Partner with all required Microsoft stakeholders in the subsidiary to drive CSAM role clarity, account coverage, project assignment and effective cross-team collaboration.
  • Coach and enable your team to accelerate cross cloud workload projects to production, including technical readiness, blocker escalations and technical resource orchestration.
  • Ensure your team delivers high quality production deployments that are resilient and successful.
  • Drive operational excellence, including timely consumption opportunity management, high-quality reporting and insights, and delivery portfolio health.
  • Qualifications

  • Required 10+ years of experience in delivery customer facing roles. Preferred experience in technical sales, consultative or program delivery.
  • Required demonstrated capability in managing complex projects.
  • Required experience driving change management or technical adoption
  • Preferred experience in people management, revenue management and forecasting
  • Preferred leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization
  • Top-notch communication skills
  • Demonstrated ability to establish trusted advisor relationships with business decision makers
  • Passion for making others successful
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