Customer Success Account Manager

Last updated 15 hours ago
Location:Raleigh, North Carolina
Job Type:Full Time

The Customer Success Account Management Manager (CSAM Manager) leads a high-performance team of seasoned customer success delivery professionals well-versed in cloud adoption, delivery management practices, and technology trends. This role will provide unique opportunities to shape a growing program focused on remote service delivery management.

The CSAM Manager is accountable for end-to-end service delivery within an assigned portfolio of customers, representing Microsoft Enterprise Services throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders. The CSAM Manager serves as the Microsoft Services single point of accountability and/or escalation for their portfolio of customers. This role has direct people management responsibility for support delivery management resources and supervises the services delivered to customers by their team. Additionally, CSAM Managers will manage relationships and report information to multiple stakeholders during the course of business, including Premier Core Billed, Unified Support, consumption, and other key metrics.The CSAM Manager is responsible for driving customer satisfaction, services revenue growth & profitability, and the governance of delivery for their portfolio of accounts.

Delerating customer transformation by ensuring customer support roles lead with cloud, data & AI, cybersecurity, and drive cloud service adoption. The CSAM Manager executes against an operational business strategy and leads their team focused on increasing Services value and meeting Enterprise customers expectations, enabling them to realize their business goals through our technologies.

This position supports the FSI Industry/Insurance Vertical and is located in the Western Region of the United States. This position will support Major National accounts across the United States. Travel will be required after COVID restrictions are lifted.

Responsibilities

The Customer Success Account Management Manager (CSAM Manager) leads a high-performance team of seasoned customer success delivery professionals well-versed in cloud adoption, delivery management practices, and technology trends. This role will provide unique opportunities to shape a growing program focused on remote service delivery management.

The CSAM Manager is accountable for end-to-end service delivery within an assigned portfolio of customers, representing Microsoft Enterprise Services throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders. The CSAM Manager serves as the Microsoft Services single point of accountability and/or escalation for their portfolio of customers. This role has direct people management responsibility for support delivery management resources and supervises the services delivered to customers by their team. Additionally, CSAM Managers will manage relationships and report information to multiple stakeholders during the course of business, including Premier Core Billed, Unified Support, consumption, and other key metrics.The CSAM Manager is responsible for driving customer satisfaction, services revenue growth & profitability, and the governance of delivery for their portfolio of accounts.

This role is at the forefront of accelerating customer transformation by ensuring customer support roles lead with cloud, data & AI, cybersecurity, and drive cloud service adoption. The CSAM Manager executes against an operational business strategy and leads their team focused on increasing Services value and meeting Enterprise customers expectations, enabling them to realize their business goals through our technologies.

This position supports the FSI Industry/Insurance Vertical and is located in the Western Region of the United States. This position will support Major National accounts across the United States. Travel will be required after COVID restrictions are lifted.

Qualifications

  • 8-10 of experience in an enterprise delivery or support environment with demonstrated complex project delivery success
  • Financial Services/Capital Markets industry experience preferred
  • People management experience required
  • Experience with Premier support required
  • Experience selling Premier Unified support required
  • Bachelor’s degree; MBA (Preferred)
  • Competency in analytical problem solving, customer/partner relationship management, and Microsoft products and technologies
  • Expertise in Project and Change Management
  • Experience with remote account management, enterprise-level support, solution selling, revenue management and forecasting

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.

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