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Customer Success Acct Mgr Management

Company: Microsoft Corporation
Location: Atlanta
Posted on: June 12, 2021

Job Description:

The Customer Success Account Manager Leader (CSAM-M Leader) 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. As the leader of your organization, you will be expected to contribute towards your management teams' capabilities, drive exceptional customer experiences, share insights and strategic planning with your broader leadership team and deliver results from a performance and scorecard standpoint.

To be effective as a Customer Success Account Management Lead, you have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization. Also required:

  • Experience: 10+ years of experience in technical sales, consultative or program delivery. Demonstrated capability in managing complex projects and support engagements required
  • Management: 10+ years of experience in people management required. Previous revenue management and forecasting experience preferred
  • Change: 7+ years of experience driving change management or technical adoption required
  • Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers required
  • Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required
  • Technical acumen to lead a team with:
  • Proven ability to map the customer's needs to solutions required
  • Understanding of Enterprise cloud workloads required
  • Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results required
  • Demonstrated leadership through prior technical, consultative or program delivery coaching/leadership roles required

  • Education
  • Bachelor's degree is required; Master's degree is preferred
  • PMP or other project management certification preferred

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.

Key Responsibilities include:

  • Leadership: Customer Success Account Management Leads embody the growth mindset - they thrive on challenge, learn from setbacks, and build on the ideas and inspiration of others. The Customer Success Account Management Lead will exemplify a strong orchestration capability and in dealing with complexity and ambiguity. The role must clearly articulate the value of Microsoft Unified Support and fully enable their team's understanding of the critical part they play in our customer's success. Demonstration of sound judgement in customer escalations and personnel situations are required. The Customer Success Account Management Lead will exhibit strong stakeholder management and will impactfully engage within their leadership community to meet business goals and drive change.
  • Management: Customer Success Account Management Leads must be exceptional at building organizational capability, stewarding talent management and succession, and building diverse and inclusive teams. They bring deep understanding of situational leadership and know how to coach managers and get the best out of each person. Their management style is to approach their team with empathy and humility and to model strong teamwork and collaboration. CSAM Management Leads execute impeccably at all the basics and ensure that they create a culture of management excellence across their team.
  • Business Ownership: Customer Success Account Management Leads are accountable for driving support contract consumption and ensuring positive delivery health. Accelerating the adoption of our advanced support models and solutions; driving cloud consumption; establishing the necessary planning to drive growth and profitability within your practice are at the foundation of this role's business ownership.

Keywords: Microsoft Corporation, Atlanta , Customer Success Acct Mgr Management, Other , Atlanta, Georgia

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