Microsoft—Customer Success Account Mgmt

Job description

Description: Overview At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. SME&C is more than a sales organization—it’s a culture of innovation, opportunity, and inclusivity. Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business. As a Customer Success Account Management (CSAM) Manager in our Customer and Partner Success (CPS) organisation, you lead a high performing team of Customer Success Account Managers (CSAMs) in our India Region, 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’s, 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 Manager 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. Responsibilities - Customer Relationship Management – You will lead by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts. - Customer Success leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. - You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.​ - Customer Success Leadership and Consumption Leadership – You will coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans. - Customer Success Leadership – Delivery and Program Management – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. - Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. - You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people. Qualifications Required Qualifications - Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience - OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience - OR equivalent experience Preferred Qualifications - Bachelor'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 Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience - OR equivalent experience - 5+ years relevant work experience within customer industry - 3+ year(s) people management experience - 3+ year(s) experience managing a consumption portfolio - Project Management Institute (PMI) or equivalent Project Management certification - Prosci or equivalent certification This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.