EndereçoInternational Customer Success Unit (iCSU) brings scale, agility, and cross solution coverage to our largest, most strategic Global Account customers in their international downstream locations outside of headquarters. We operate out of key geographic locations around the world enabling global execution of our customer’s digital transformation strategies. We bring a seamless customer experience that crosses functional and geographic boundaries empowering customers to realize the business value of their investments in our technology.
iCSU is seeking a CSAM-M Customer Success Account Manager - Manager to manage our CSAM team in South America. The CSAM-M 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-M 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-M 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
This role is flexible in that you can work up to 100% from home.
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 Management
- 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.
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 executives (as appropriate). Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities.
- Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders. Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued. Leads and coaches business value conversations key stakeholders.
- Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations and coaches others to do the same. Prioritizes resource efforts to meet the most critical needs and expectations of customers. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.
Technical Relevance
- Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals. Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.
Customer Success Leadership
- 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. Leads the team to adopt organizational and Customer Success strategy to maximize customer's investments and value across all solution areas. Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives. Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.
- Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing Customer Success. Coaches team on leveraging, improving upon, and streamlining the use of Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Coaches team on anticipating, identifying, and mitigating customer blockers and risks by leveraging Microsoft solutions and services, and developing deliverable programs of work. Guides team through leading delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads executive escalation management and communications for delivery programs in the customer account. Runs rhythms of business (RoBs) reviewing delivery excellence metrics (e.g., delivery backlog, bookings, unstaffed requests).
- Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon Customer Success plans. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.
Other
- Embody our culture and values
Qualifications
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.
- Business level fluency to read, write and speak English.
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.
- 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.
- Business level fluency to read, write and speak Spanish.
