Customer Success Account Management Director

hace 3 meses

Bogotá Cundinamarca, Colombia Microsoft A tiempo completo

As a Customer Success Account Management (CSAM) Director, you lead a high performing team of Customer Success Account Managers (CSAMs) Managers in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth

This role has direct people management responsibility for CSAM managers, has overall accountability for their team’s end to end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. Through their team the CSAM Director is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources to drive strong customer outcomes aligned to their top priorities. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio. **_This role is flexible in that you can work up to 50% from home._**

**Responsibilities**:
**Customer Relationship Management**
- Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders.
- Ensures key stakeholders are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued.
- Leads and coaches business value conversations at customer executive levels. Partners with key internal, partner, and customer stakeholders to develop strategies that position Microsoft products and offerings to address desired business priorities.
- Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer portfolio patterns, pain points, attitudes, and expectations and coaches others to do the same.
- Prioritizes resource efforts to meet the most critical needs and expectations of customers across a portfolio. Reviews and communicates the status of delivery programs linked to portfolio priorities with internal stakeholders.
- Leads by example through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting the C-Suite (as appropriate), including participating in and contributing to executive-level briefings.
- Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential major issues, escalating to appropriate teams for resolution.
- Expands customer relationships to create cross-sell and upsell opportunities. Advises and shapes internal design and strategy decisions that have a direct impact on customer relationships.

**Customer Success Leadership**
- 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 and their alignment with future customer strategy.
- Coaches the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas.
- Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives.
- Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.
- Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption.
- Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio.
- Coaches team to drive customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.
- Coaches team to develop a multi-year strategy, deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.
- Coaches team on serving as trusted advisors to key stakeholders and executives to develop and deliver strategic roadmaps for executing program planning and customer-facing reviews, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing complex engagements to address agreed-upon business and industry outcomes and customer priorities to deliver ongoing customer success.
- Coaches team on optimizing preexisting and developing new Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health.
- Coaches te

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