Manager of Customer Success Account Managers

Overview

Step into a role where your ideas spark innovation and your impact is felt every day. As the Manager of Customer Success Account Managers within the Customer Success team, you will lead a talented group of professionals dedicated to orchestrating resources that empower Microsoft customers to achieve their business goals. You help shape our approach and leverage the full power of Microsoft’s delivery forces to ensure our customers’ success at scale.

In this opportunity, you will be instrumental in building trusted relationships, expanding strategic engagements, and developing clear roadmaps that enable customers to maximize the value of their investments. By guiding and mentoring your team, you ensure they have the tools and knowledge to drive impactful business growth, deliver measurable value, and prioritize the most critical outcomes for our customers.

Your leadership is vital to orchestrating resources and aligning Microsoft expertise to deliver customer success. If you are passionate about making an impact through collaboration, transformation, and a focus on results, join us to advance our mission.

At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth‑mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers. Join us to do meaningful work that changes the world and helps shape what’s next for everyone.

Responsibilities

• Deliver success through empowerment and accountability by modeling, coaching, and caring: define team objectives, enable success across boundaries, help the team adapt and learn, and invest in the growth of others.
• Lead 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, and ensuring customers are recognizing value as planned.
• Coach the team on developing and delivering strategic roadmaps in partnership with key stakeholders and executives, prioritizing engagements to address agreed-upon customer outcomes and account priorities.
• Guide the team to anticipate, identify, and mitigate customer blockers and risks by leveraging Microsoft solutions and services, and developing deliverable programs of work.
• Mobilize resources for identifying, resolving, and mitigating blockers to accelerate customer adoption, maximize retention, and minimize churn.

Qualifications

Required/Minimum Qualifications

• 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.
• Advanced business-level proficiency in Japanese and business-level proficiency in English.

Preferred Qualifications

• 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.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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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.