Csam Manager

**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 Unit team that helps customers bring together Microsoft’s world class technologies and skills, to accelerate our customers’ ambitions for growth, innovation, and community.

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.

As a leader at Microsoft, we want you to bring your own strengths to model, coach, and care for our people, and help reinforce our culture, by creating an environment where everyone can do their best work.

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centred 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.

**Responsibilities**:
**Customer Relationship Management**
- Leads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting executives (as appropriate).

**Customer Success Leadership - Customer Strategy and Growth**
- Drives 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**
- Coaches 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**
- 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**
- Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.

**Qualifications**:
To be effective as a CSAM-M, you will be able to influence across organizational boundaries and have leadership experience in building, coaching, developing, and retaining high performing teams to achieve business results, customer success and value realization.

**Experience**:Strong experience leading digital transformation strategy definition, cloud solution delivery, practice management, customer-facing consulting and support services, and/or portfolio management experience.

**Change**:Strong leader with experience driving business/people change management and/ or technical adoption required.

**Collaboration**:Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of Customers required.

**Communication**:Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.

**Technical acumen and Leadership** with your:

- Proven ability to map Customer needs to solutions required
- Knowledge of Enterprise cloud workloads required, cross solution areas
- 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
- Demonstrated leadership through prior technical, consultative or program delivery coaching/ leadership roles

**Education**:

- Bachelor's degree in Computer Science, Information Technology, Engineering, Business or related field (or equivalent experience) required
- PMP or other project management certification preferred
- Information Technology Infrastructure Library (ITIL) Foundation certification preferred
- Prosci or equivalent change management certification preferred
- Certification in one or more of the following technologies preferred: Cloud, mobile, Database, Big Data, BI, Data Science, Machine Learning, Artificial Intelligence, Security