Manager : Customer Success Account Management (Public Sector)

Overview

Customer Success Account Manager  ( CSAM) -   Manager

Microsoft Mission

We are always learning and insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.

What Joining Microsoft Means?

Microsoft is on a mission to empower every person and every organisation on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Customer Success at Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and customer success offerings. Microsoft invests in a dedicated Customer Success team that helps customers successfully realise their business outcomes and the value of their investments in Microsoft.

Impact: 

As a Leader/Manager of a Customer Success Account Manager (CSAM) team, you will lead a high-performing team of Customer Success Account Managers (CSAMs), that are well versed in cloud adoption, program delivery management practices and technology trends. This is an exciting role that will help fuel customer success, through your leadership and innovation with business, customer and team engagement.

Please note the location for this position is Paddington, London 

To learn more about Microsoft’s mission, please visit:  https://www.microsoft.com/en-us/about   
Check out all of our products at:  http://www.microsoft.com/en-us 

Responsibilities

The CSAM Manager is accountable for driving the three core tenants of Customer Success Account Management, demonstrating and owning critical partnerships with internal and external stakeholders across these. The CSAM Manager has direct people management responsibility, leading a team of Customer Success Account Managers to drive the core areas:

• AI Transformation: helping customers transform their organisations through AI, translating strategic ambition into business outcomes. Driving executive engagement, organisational readiness, adoption, governance, and long-term value realization. Also fostering a culture of innovation and AI learning within the team.
• helping customers move from AI ambition to measurable business outcomes through adoption, governance, value realization, and executive leadership. This includes leading customer conversations on AI strategy, orchestrating cross-functional Microsoft teams and ensuring AI investments deliver tangible business impact.
• Consumption & Usage Excellence: driving value with our customers on the technology investments they have made, representing customer success through all deal phases. Protecting future business and driving net new opportunities through strategic engagement and leading a team of CSAMs who are trusted advisors to their customers.
• Customer Health Excellence: strategically engaging with customers pro-actively on their Cloud & Security health, leadership on Crisis Excellence and managing risks through project and service delivery.

The above three are underpinned by Delivery Excellence: ensuring quality customer success plans are in place with customers, ensuring all key resources are leveraged to land plans, including Unified contracts. The CSAM Manager is responsible for driving customer value through effective use of Microsoft’s cloud platforms, fulfilling key contractual obligations and delivery governance for their portfolio of accounts, led by their CSAMs.

The CSAM Manager is a key business, industry and people leader responsible for:

• Talent acquisition and planning, on-boarding, developing, coaching, mentoring and evaluating Customer Success Account Managers.
• Building a high performing team that is diverse and inclusive.
• Strong partnering with all required Microsoft stakeholders to drive role clarity, account coverage, project assignment, effective cross-team collaboration and acceleration of multi-cloud consumption activities.
• Coach and enable the team to accelerate cross cloud workload projects to production, including technical readiness, blocker escalations and technical resource orchestration.
• Ensure the team delivers high quality production deployments that are resilient and successful.
• Drive Customer Health and operational excellence, including timely consumption opportunity management, high-quality reporting and insights and delivery portfolio health.

Qualifications

We are looking for a highly motivated and passionate business and people leader to lead a team and a portfolio of accounts with a significant amount of cross-functional cloud services, enabling cloud adoption and success for our customers.

• Business Leadership: Experience in customer success as described by the core tenants above, technology sales, consultative or program delivery, preferably within Enterprise Public Sector.  The ability to demonstrate capability in managing within complex environments, at scale, across complex projects and support engagements.

• People Leadership: Experience in directly managing people and virtual teams across functions, being able to demonstrate leadership in driving an inclusive and collaborative culture, driving teamwork, diversity and cross-team alignment. Ability to inspire teams and manage complex people dynamics. 

• Driving Change: Experience in driving transformation, organizational and business change while delivering results with customers and within an organisation, demonstrating experience of driving change or adoption of technology with customers.

• Collaboration: Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers and proven ability to influence across organizational boundaries is key.

• Communication: Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.
• Business & Technical acumen by demonstrating: Proven ability to map the customer’s needs to solutions, understanding Enterprise cloud workloads and an ability to stay up to date on Cloud and Industry Scenarios and workloads. Empathy, curiosity, the desire to constantly improve, acquire new skills and drive for results.
• Industry: A desire and passion to work in the Public Sector.
• Education: Bachelor's degree, beneficial within Computer Science, Information Technology or business. Desirable but not essential.

Customer Success Account Mgmt M6 - The typical base pay range for this role across United Kingdom is £ 100,400.00 - £ 200,500.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/united-kingdom-corporate-pay.html

Customer Success Account Mgmt M5 - The typical base pay range for this role across United Kingdom is £ 79,700.00 - £ 133,900.00 per year. Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here:
https://careers.microsoft.com/v2/global/en/corporate-pay/united-kingdom-corporate-pay.html

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.