Customer Success Account Management Director

hace 3 semanas


San José, San José, Costa Rica Microsoft A tiempo completo
Microsoft's Customer Experience & Success (CE&S) organization is a global team of over 17,000 employees responsible for designing and implementing Microsoft's end-to-end customer experience. As a Customer Success Account Management Manager, you will lead a high-performing team of Customer Success Account Managers in a variety of stages of career development, cloud adoption, portfolio and program management, and cloud service management. This is an exciting role that will fuel customer success through leadership with business, customer, and team growth.

**Key Responsibilities:**

**Customer Relationship Management**
- Own operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting executives where appropriate.
- Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account, promoting identified opportunities for growth.

**Customer Success Leadership - Consumption Leadership**
- Coach team members 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**
- Manage a repeatable and predictable business by coaching Customer Success account Managers in creating robust Customer Success and delivery plans against their portfolio of customer projects and contract obligations, to increase velocity of achieving Customer objectives and accelerate Microsoft cloud consumption.

**Technical Relevance**
- Stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.

**Qualifications:**
- A Master's Degree in Business, Sociology, Psychology, Computer Science, or a related field and 4+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, or equivalent.
- OR a Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or a related field and 6+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, or equivalent.

**Additional or Preferred Qualifications:**
- A Master's Degree in Business, Sociology, Psychology, Computer Science, or a related field and 10+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, or equivalent.
- OR a Bachelor's Degree in Business, Sociology, Psychology, Computer Science, or a related field and 12+ years of customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience, or equivalent.
- 5+ years of relevant work experience within the customer industry.
- 3+ years of people management experience.
- 3+ years of experience managing a consumption portfolio.
- Project Management Institute (PMI) or equivalent Project Management certification.
- Prosci or equivalent Change Management certification.

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