Customer Success Account Manager Management - EMEA Software & Digital Platforms

Overview
We are looking for a highly motivated and successful leader to join our new EMEA Software & Digital Platforms Customer Success Account manager team focused on fast growing Software Development companies. The portfolio is a mix of ISVs and Digital Native accounts in Europe North.

This is a newly created CSAM manager role to lead a smaller team high-performance team of CSAMs across the EMEA region for our new Software & Digital Platforms group focused on Software Development Companies while actively delivering as a CSAM on 1-3 accounts in the region. The role may development into full time management as the portfolio grow.
In the role of Customer Success Account Management (CSAM) Manager, you lead a high performing team of Customer Success Account Managers (CSAMs) 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 ~4-8 CSAM’s (may change over time), and it 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 the team the CSAM Manager 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. Also, the manager is responsible to help drive Unified contract growth and delivery.

This role has a flexible work model and can be performed from home or office with an estimated up to 25% travel dependent on customer portfolio. This role is flexible in that you can work up to 100% from home when not traveling.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees, we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

• Delivering ~50% of your time as a CSAM on 1-3 accounts in the region
• Customer Relationship Management – You will lead by example to proactively develop relationships to further Microsoft's customer success goals with key customer, partner, and internal contacts.
• Customer Success leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
• You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.
• Customer Success Leadership and Consumption Leadership – You will coach a 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 – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
• Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
• You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.

Qualifications

• Bachelor/Master's Degree in Business, Engineering, Computer Science or related field
• Solid customer success, solution delivery, practice management, support delivery, customer-facing consulting, or portfolio management experience OR equivalent experience
• Relevant work experience within the Software Development Companies Industry (DN/ISV)
  
• Extensive customer success, solution delivery, practice management, support delivery, customer-facing consulting, or portfolio management experience
• Sound and relevant work experience within the Software Development Companies industry
• Solid people management experience, leading an international team

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.

Locations

• Denmark, Multiple Locations, Multiple Locations
• Sweden, Multiple Locations, Multiple Locations
• Norway, Multiple Locations, Multiple Locations
• Netherlands, Multiple Locations, Multiple Locations
• Belgium, Multiple Locations, Multiple Locations