Senior Director, Customer Success Account Management

Microsoft; City Of London; On-site; GBP 70,000 - 120,000; Full time

Job summary

A leading technology company seeks a Customer Success Manager to drive customer engagement and develop strategic relationships. This role involves leading initiatives aligned with customer objectives and overseeing the effective use of Microsoft services. Ideal candidates will have extensive experience in customer success management and certifications in Project and Change Management.

Qualifications

• Extensive experience in customer success, solution delivery, or portfolio management required.
• Experience in managing a consumption portfolio and people management is essential.
• Proven industry experience preferred.

Responsibilities

• Lead customer relationship management to support Microsoft success goals.
• Coach teams to enhance customer adoption of Microsoft products.
• Manage customer success plans to ensure effective delivery and stakeholder engagement.

Skills

Customer Relationship Management

Customer Success Leadership

Coaching

Stakeholder Management

Technical Insights

Education

Project Management Institute certification

Prosci certification

Job description

Responsibilities (Text Only)

Responsibilities:

1. Customer Relationship Management – Lead by example to proactively develop relationships to further Microsoft's customer success goals with key customers, partners, and internal contacts.
2. Customer Success Leadership – Customer Strategy and Growth – Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
3. Develop a team culture by identifying and sharing customer insights and opportunities with the Account Team and Support sellers to generate new growth and consumption opportunities.
4. Customer Success Leadership and Consumption Leadership – Coach a team to support customer adoption and active usage of Microsoft products and services aligned with outcomes and objectives within customer success plans.
5. Customer Success Leadership – Delivery and Program Management – Manage a repeatable and predictable business by coaching on program planning, customer-facing reviews, and managing stakeholder and executive expectations through the delivery of a Customer Success Plan. Prioritize engagements to meet customer outcomes and account priorities.
6. Technical Relevance – Stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
7. Deliver success through empowerment and accountability by modeling, coaching, caring, and attracting and retaining talented people.

Qualifications (Text Only)

Preferred Qualifications (PQs):

• Extensive experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management.
• Extensive work experience within the customer industry.
• Extensive experience in people management.
• Extensive experience managing a consumption portfolio.
• Project Management Institute (PMI) or equivalent certification.
• Prosci or equivalent certification.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

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Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.