Customer Success Account Management Director

at  Microsoft

As a Customer Success Account Management (CSAM) Director, you lead a high performing team of Customer Success Account Managers (CSAMs) Managers in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!
This role has direct people management responsibility for CSAM managers, has overall accountability for their team’s end to end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. Through their team the CSAM Director is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources to drive strong customer outcomes aligned to their top priorities. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio. This role is flexible in that you can work up to 50% from home.

REQUIRED/MINIMUM QUALIFICATIONS:

• Master’s Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success/customer experience, 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 8+ years customer success/customer experience, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
• Knowledge of trends, direction, new products, and changes in the technology as it applies to a particular area of focus, as well as specific knowledge about hardware, software, and services.
• 10+ years people management experience.
• Experience managing Enterprise IT Service Delivery teams.
• Be a skillful leader, able to directly deliver and deliver thru influence of others - both internally at Microsoft and externally thru partners.
• Be a confident leader, representing your business in front of partners and stakeholders at all levels inside and outside Microsoft
• Advanced English level

ADDITIONAL OR PREFERRED QUALIFICATIONS:

• Prosci or equivalent certification.
• Demonstrated experience in an international / multi-country enterprise deployment
• Project Management Institute (PMI) or equivalent Project Management certification.
• 5+ years experience managing a consumption portfolio.
• 12+ years people management experience.
• 7+ years relevant work experience within customer industry.
• Master’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 Bachelor’s Degree in Business, Sociology, Psychology, Computer Science or related field AND 15+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
  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