WW Customer Success Account Manager (CSAM) Transformation Leader

Last updated 3 days ago
Location:Issaquah, Washington, United States
Job Type:Full Time

With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design and implementation of Microsoft’s end-to-end customer experience. This newly established organization reflects Microsoft’s ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customers’ expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention and growth. The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience that is rooted in our commitment to customer success

Responsibilities

The Customer Success Account Manager (CSAM) Transformation Leader is the owner of the Technical Account Manager (TAM) to CSAM role transformation.

This individual will report directly to the VP of WW Support & Customer Success Programs and is the primary coach and supporter of the CSAM Leaders and the CSAM community and brings all the Customer Success elements together at the CSAM to drive the transformation.

You will work closely with the Regional Business Leaders and the Area CSAM Leaders, as well as the SMEs supporting the CSAM landing and enablement programs and will closely measure and monitor the progress of the transformation globally.

Technical Leadership

  • Be a credible technical leader to both coach teams and guide enterprise customers for larger impact and more sustainable cloud solutions.
  • Drive the technical skilling strategy for the CSAMs to increase their technical intensity
  • Understand the skilling requirements both cross solution area and by solution area.

Business Leadership

  • Be the advocate to support the CSAMs to become the cloud-consumption and support leader, owning the business and results across the solution areas: Apps & Infra, Data & AI, Modern Workplace, and Biz Apps and customer support experience. 
  • Be a vocal leader and customer champion with both local and corporate SLT to elevate issues with the initiatives that are driving the CSAM transformation
  • Partner with ATU/STU/OCP/MCS leadership to establish alignment on the expectations on the CSAM transformation journey and promote Microsoft's business objectives through this transformation. 

Business Execution

  • Support and drive the CSAM community to ensure,that as a whole, they can execute on the following key priorities, through deep personal experience:
  • Own and drive the consumption and support rigor and discipline in the Area ROB processes, integrated both locally and with corporate, to identify and prioritize CS resources to key projects, escalate top blockers, and accelerate customer adoption.
  • Drive Unified adoption in the Area and sponsor systemic improvements to the customer support experience. 
  • Ensure a predictable and scalable customer engagement model is implemented across all enterprise (Strategic and Major) accounts leveraging CS resources, partners, and Microsoft Services.
  • Deliver on financial commitments by managing to the budget / P&L for your business and delivering on quarterly financial accountabilities.

People Leadership

  • Build and grow healthy teams through talent mgmt., diversity and inclusion, coaching, and career development. 
  • Be a respected technology leader with the ability to attract, retain, and develop the most technical resources in the field
  • Inspire and foster a culture of customer-centricity and consumption, adoption and use through collaboration with peers and extended teams.
  • Extensive people leadership experience; inspiring and fostering a culture of customer centricity, attracting, developing, and retaining deep technical resources, business and project management resources
  • Full P&L responsibility in a solution environment
  • Strong management, communication, execution skills; track record of owning a business area and exceeding results, establishing a strong voice to drive transformational change across the organization 
  • Extensive experience managing complex, project-based resources, dealing with ambiguous situations with can-do attitude across enterprise customers 
  • Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams.
  • Experience as technical advisor on an Area Leadership team, building a strong network with CxOs in Enterprise accounts to guide and council on technology trends and cloud adoption, and driving customer requirements with corporate engineering teams

Qualifications

  • 10 + years of leadership experience; inspiring and fostering a culture of customer centricity, attracting, developing, and retaining deep technical resources, business and project management resources
  • Full P&L responsibility in a solution environment
  • Strong management, communication, execution skills; track record of owning a business area and exceeding results, establishing a strong voice to drive transformational change across the organization 
  • 10+ years of extensive experience managing complex, project-based resources, dealing with ambiguous situations with can-do attitude across enterprise customers 
  • Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying, and prioritizing blockers, and driving resolution through corporate product and engineering teams.
  • Experience as technical advisor on an Area Leadership team, building a strong network with CxOs in Enterprise accounts to guide and council on technology trends and cloud adoption, and driving customer requirements with corporate engineering teams

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.