Psam Manager

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.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

PSAM Manager, ASfP - Americas

The PSAM Manager is responsible for successfully leading a Partner Success Account Management (PSAM) Team towards high quality engagements with clear business impact and high partner satisfaction. The role is on point to drive operational and delivery excellence as well as business engagement with key stakeholders in countries across the Americas region.

Note: This is a new position based in San José - Costa Rica, and the PSAM Manager will be on point for building our local team of PSAMs.

Our Global Advanced Support for Partners (ASfP) delivery LOB is geographically distributed; we speak many languages and we come from a variety of cultural backgrounds.

Advanced Support for Partners (ASfP) is a Managed Services offering; designed for partners and their customers to be successful in their Digital Transformation via access to proactive services, consultations, and elevated support benefits.
- The Partner Success Account Manager (PSAM) is responsible for building and maintaining a direct and strong relationship with some of our strategic, high profile and complex Dynamics and Cloud Partners.
- They are the primary point of contact and perceived as a trusted advisor regarding any Service, readiness, or technical needs the Partners may have.
- Our aim is to help Partners sell more, deploy better, and escalate less. We work proactively with the Partners to support them in building their Cloud technical capability to increase their capacity and create a technically enabled, best in class Cloud business.

We are looking for a passionate individual with a growth mindset - a comprehensive customer service, commercial/sales, and people management experience - who wants to become an integral part of the Global Partner Enablement organization. A leader with a strong desire to help Partners and internal stakeholders see the value of the Advanced Support for Partners offering and deliver on our vision to be the preferred Partner Success offering, and to scale and accelerate growth in all markets worldwide.

We are looking for a passionate individual with a growth mindset - a comprehensive customer service, commercial/sales, and people management experience - who wants to become an integral part of the Global Partner Enablement organization. A leader with a strong desire to help Partners and internal stakeholders see the value of the Advanced Support for Partners offering and deliver on our vision to be the preferred Partner Success offering, and to scale and accelerate growth in all markets worldwide.

**Responsibilities**:
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.

The responsibilities below outline the crucial activities that this role will be accountable for and to help transform the Partner ecosystem:

- Lead a team of PSAMs orchestrating Partner scenarios that range from simple to complex in both technical and business terms. Partner issues/questions/engagements include (but not limited to); readiness, pre-sales, architecture, competitive, proof-of-concept, RFP, deployment, break-fix questions & escalations
- Build and manage one of our Americas PSAM teams; mainly based in Costa Rica and servicing Partners across the Americas Region
- Inspire, energize, and coach the team to transform Advanced Support for Partners to sell, deploy and support our cloud/mobile products and services
- Fully on point for People Management in the areas of hiring, retention, morale, and employee development
- Provide escalation management for issues raised by the PSAMs and their interactions with Partners
- Interface with multiple stakeholders, for example the