Customer Success Account Management (Team Lead) - Retail Vertical
Microsoft
Walldorf, Baden-Württemberg, Germany
vor 4 Tg.

What Joining the Microsoft Team Means

Microsoft is on a mission to empower every person and every organization 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 : Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings.

To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

Responsibilities

The Impact You’ll Be Making

As the Customer Success Account Manager-Manager, you lead a high-performing team of seasoned Customer Success Account Managers (CSAMs) specialized in the Retail vertical 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 with business, customer, and team growth.

The Customer Success Account Manager-Manager is accountable for end-to-end service program delivery within an assigned portfolio of customers, representing Customer Success throughout all deal phases while demonstrating a critical partnership with internal and external stakeholders.

The Customer Success Account Manager-Manager serves as the primary leadership point of accountability and / or escalation for their portfolio of customers.

This role has direct people management responsibility for CSAMs and supervises the Customer Success and Support deliveries to customers by their team.

The Customer Success Account Manager-Manager is responsible for driving customer satisfaction, customer effective use of Microsoft’s cloud platforms, consumption, growth with fulfilling Support contractual obligations, and the governance of delivery for their portfolio of accounts led by their CSAMs.

Join our team and be one who empowers people and supports companies in their Digital Transformation! When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

Key Accountabilities include :

  • Hire, on-board, develop, coach, mentor and evaluate Customer Success Account Managers (CSAMs). Set a clear bar for excellence.
  • Build a high performing team that will be diverse and inclusive.

  • Must possess exceptional cross-team collaboration and communication. Partner with all required Microsoft stakeholders in the subsidiary to drive CSAM role clarity, account coverage, project assignment and effective cross-team collaboration.
  • Coach and enable your team to accelerate cross cloud workload projects to production, including technical readiness, blocker escalations and technical resource orchestration.
  • Ensure your team delivers high quality production deployments that are resilient, secure, and successful.
  • Drive operational excellence, including timely consumption opportunity management, high-quality reporting and insights, and delivery portfolio health.
  • We are always learning. 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.

    To learn more about Microsoft’s mission, please visit :

    Check out all of our products at :

    Qualifications

    Who We Are Looking For

    To be effective as a Customer Success Account Manager-Manager, you have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.

    Basic Qualifications :

  • Education - Bachelor’s degree or equivalent work experience.
  • Experience : multiple years of experience in technical sales, consultative or program delivery. Demonstrated capability in managing complex projects, consumption business and support engagements.
  • Demonstrated leadership through prior technical, consultative or program delivery coaching / leadership roles.
  • Travel required : 25-50%
  • Management : first years of experience in people management.
  • Change : several years of experience driving change management or technical adoption.
  • Collaboration : Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers.
  • Communication : Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills.
  • Technical acumen to lead a team with :
  • Proven ability to map the customer’s needs to solutions
  • Understanding of Enterprise cloud workloads
  • Ability to stay up to date on new / improved cross cloud scenarios and workloads
  • Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results
  • Preferred Qualifications :

  • Management : Previous revenue management and forecasting experience.
  • Industry : first years of retail industry experience, working with or for retail customers, knowledge about retail industry trends.
  • Certification(s) in the following :
  • Project Management : PMP
  • Technologies : Cloud, mobile, web application development, cloud-native application architecture
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