Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
Customer Relationship Management
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.
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.
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
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 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.
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.
establishes escalation standards for their Practice and implements escalation management governance processes.
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
Identifies trends across customer and functional teams and tailors practice planning and execution accordingly.
Required / Minimum Qualifications
Additional or Preferred Qualifications