Customer Success Account Management Director
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What you'll do
- Expands customer relationships to create cross-sell and upsell opportunities.
- Leads and coaches business value conversations key stakeholders.
- Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.
- 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.
- Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas.
- Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan, and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
- Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.
- People management responsibilities including driving employee growth and development, executing projects, and managing performance.
What they're looking for
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
Nice to have
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience.
- 5+ years relevant work experience within customer industry.
- 3+ years people management experience.
- 3+ years experience managing a consumption portfolio.
- Project Management Institute (PMI) or equivalent Project Management certification.
- Prosci or equivalent certification.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Expands customer relationships to create cross-sell and upsell opportunities. Leads and coaches business value conversations key stakeholders. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. 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. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan, and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance.
Responsibilities
Customer Relationship Management
Customer Success Leadership
People Management
Technical Relevance
Qualifications
Required Qualifications
Other Requirements
This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.
Preferred Qualifications
Customer Success Account Mgmt M5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay
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.
Company
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