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.
The Customer Success Account Management (CSAM) function develops and maintains foundational relationships with our most important customers, enabling quality solution delivery and ensuring our customers realize the business value from their investment in Microsoft. This is achieved by developing a deep understanding of the customer's desired business outcomes and technology strategy and developing programs to deliver those outcomes. The CSAM functional also ensures ongoing customer health by taking proactive steps to improve the resiliency, optimization and security of the customer's environment and orchestrating support and crises response.
This CSAM Leader for the Manufacturing and Mobility OU works with an M2 partner and together they are responsible for the overall success of the OU CSAM function. This includes the culture and care of the team, the strategic direction and operational excellence of the business, and overall satisfaction of our customer base. The CSAM Leader ensures their team plays a key role in the Microsoft account team, leading the development and execution of consumption strategies and providing deep knowledge of customer health.
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.
Responsibilities
People Leadership:
Build and grow a healthy team culture by creating a diverse, equitable, inclusiveenvironment, driving accountability for results, anddeveloping and coaching talent.
Foster a culture of customer-centricityby keeping the customer at the center of everything we do and collaborating with peers and extended teams to shape the end-to-end customer experience.
Encourage and empower teams to share learnings, collaborate on challenges and trends, and promote community sharing across the customer success unit.
Customer Relationship Management :
Proactively develop direct customer relationships and through the Microsoft account teams to enable our customers to realize the value of their Microsoft investments and ensure clear communication and orchestration of our response to customer crisis situations.
Customer Success Leadership :
Customer strategy and growth: collaborate with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
Delivery and Program Management: coach team on planning and customer-facing program review, managing key stakeholder expectations via delivery of a Customer Success Plan.
Consumption leadership: coach team to identify pipeline opportunities, to take accountability for customer milestones, and ensure committed milestones are completed to drive customer success.
Incident and crisis management: Proactively coach team and stakeholders to ensure clear accountability and response effectiveness. Reactively ensure clear customer communication, response orchestration, effective resolution and post-event analysis.
Technical Relevance :
Coach team members on, and stays current with, industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
Other :
Embody Microsoft Culture? (https://www.microsoft.com/en-us/about/corporate-values) and?Values (https://careers.microsoft.com/us/en/culture)
Qualifications
Required Qualifications
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 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 equivalent experience.
Preferred Qualifications
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 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 equivalent experience.
5+ years relevant work experience within customer industry.
3+ years people management experience.
3+ years experience managing a consumption portfolio.
Project Management Institute (PMI) or equivalent Project Management certification.
Prosci or equivalent certification.
Customer Success Account Mgmt M5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until September 12th, 2025.
MCAPSA
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
