Manager of Customer Success Account Managers (CSAM-M1)
Microsoft
San Jose, San José, Costa Rica
hace 1 hora

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 in creating and nurturing strategic relationships with key customer stakeholders, often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
  • Synthesizes insights from their team regarding the business and Information Technology objectives and strategies of customers across their practice to identify wide-spread patterns and develop strategies for the practice.
  • Coaches others to do the same. Communicates current status of portfolio engagements to customer stakeholders on regular cadence.

    Coaches team to anticipate and captures new customer needs and outcomes identified during customer engagement. Scopes for managed intellectual property (IP) that supports the practice, and provides feedback to corporate on the effectiveness of IP.

    Account Planning

  • Drives conversations with their team and customers that present the strategic alignment between the customer objectives and the portfolio of Microsoft work to agree on a long-term strategy (including for consumption) aligned to those priorities.
  • Supports their team to lead with portfolio and program planning, engagement with executive sponsors, and prioritization of engagements to address strategic outcomes and drive customer success.

    Supports, in collaboration with other account team leaders, the Account Team in presenting the business and technical need for change and challenging customers' thinking where appropriate.

    Supports account planning and advocates for change internally to help customers transform to modern digital approaches.

  • Develops and supports a team to plan portfolios of work Support programs, implementation projects, success engagements) to drive outcomes aligned with customer's prioritized solutions and workloads.
  • Enables support contract renewals and transformation, aligns to local growth goals, scopes opportunities, and develops net new Customer acquisition strategies in partnership with Sales and Account team peers (where available) across solution areas.

    Supports the efficiency targets of their practice through the delivery of contracts and customer value, leverages managed intellectual property (MIP), and enhances offerings in alignment with compliance policies.

    Opportunity and Pursuit Management

  • Develops and supports a team to capture and communicate customer and industry insights to sellers in identifying and producing strategic opportunities add-ons, cloud consumption, renewals).
  • Partners with internal leadership teams Account Technology Unit ATU , Customer Success Unit CSU , Specialist Team Unit STU ) to identify, create, and strategize on growth opportunities for their Practice and Customer Portfolio(s).

    Identifies and supports, in partnership with Sales, the development of new customer opportunities aligned with Microsoft strategic priorities.

    Consumption and Delivery Execution

  • Coaches their team on the adoption and consistent use of appropriate delivery-management methodologies, processes, and tools.
  • Coaches their team on effective customer communication and understanding customer expectations; ensures that customer opportunities, questions, and / or issues are brought to the appropriate internal teams and management / leadership stakeholders.

    Encourages others to develop and / or expand awareness of internal mechanisms to best address global customer and industry needs.

    Establishes accountabilities to drive customer outcomes with internal stakeholders through their area's Customer Success Account Managers (CSAMs).

    Supports proactive mitigation of blockers to Customer success goals with internal and external leadership stakeholders.

  • Manages the direction of team's solution deliveries and supports securing resources with internal management to deliver on customer obligations.
  • Provides feedback and improves on delivery methodologies, processes, and tools. Accelerates production level consumption and ensures customer success through supporting team's delivery orchestration in driving solution and operational health for Customers across the solution and support lifecycle.

  • Seeks to resolve issues identified and escalated from direct reports regarding internal or critical customer issues personnel change requests, the threat of critical deal loss);
  • establishes escalation standards for their Practice and implements escalation management governance processes.

    Technical Skilling

  • Supports their team in developing and executing skilling plans to build technical expertise customer / industry knowledge, product skills) in alignment with business priorities.
  • Leverages development resources and opportunities mentorships, role-based resources, training), supports onboarding and mentorship by guiding other team members in processes and scenarios.

    Challenges internal peers to enhance their understanding of the customer and industry. Builds and leverages partnerships with technical teams Cloud Solution Architecture CSA , Fastrack, Engineering) and uses technical expertise to integrate multiple cloud technologies into robust solutions.

    Engages with customers to deepen competitive and strategic expertise and understand common technology trends.

    Customer Success Strategy

  • Translates organizational and Customer Success strategy and regional and area direction into local action. Collaborates with area business teams, peers, and direct reports to clarify areas of responsibility and participate in planning and execution activities.
  • Identifies trends across customer and functional teams and tailors practice planning and execution accordingly.

    Other

  • Embody our and values
  • Responsibilities

    Required / Minimum Qualifications

  • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 4+ years solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR Master's Degree in Engineering, Information Technology, Business, or related field AND 3+ years solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR equivalent experience.
  • Additional or Preferred Qualifications

  • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 8+ years solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR Master's Degree in Engineering, Information Technology, Business, or related field AND 6+ years solution delivery, practice management, customer-facing consulting, or portfolio management experienceOR equivalent experience.
  • 3+ years relevant work experience within customer industry.
  • Project Management Institute (PMI) or equivalent Project Management certification.
  • Prosci or equivalent certification.
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