Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Success Account Management Director role.
Rezi rewrites your resume against Microsoft's job description. Free.
Tailor your resume to this Customer Success Account Management Director role.
Rezi rewrites your resume against Microsoft's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Account Management Director posting at Microsoft — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Success Account Management Director posting at Microsoft — free, in seconds.
About the Role
Expands customer relationships to create cross-sell and upsell opportunities. Leads and coaches business value conversations with key stakeholders. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. Coaches team members on industry and Microsoft technical insights. Leads the team to adopt organizational and customer success strategy to maximize customer investments and value. Coaches team on developing and delivering strategic roadmaps, managing stakeholder expectations, and prioritizing engagements to deliver ongoing customer success. Drives conversations to demonstrate alignment between customer objectives and the Microsoft portfolio, promoting growth opportunities. Manages people, including employee growth and development, project execution, and performance management.
Responsibilities
- Identifies, understands, influences, and challenges the needs, expectations, and interests of key customer technical, business, and executive stakeholders.
- Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes.
- Leads and coaches business value conversations, incorporating a focus on security and resiliency.
- Owns operational executive relationships with key customer, partner, and internal contacts.
- Ensures the customer is recognizing value as planned.
- Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution.
- Expands customer relationships to create cross-sell and upsell opportunities.
- Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals.
- Prioritizes resource efforts to meet the most critical needs and expectations of customers, including security and resiliency.
- Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.
- 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.
- Coaches team to support customer adoption and active usage of Microsoft products and services.
- Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn.
- Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholders and executives.
- Coaches team on leveraging, improving upon, and streamlining the use of Microsoft delivery management methodologies, processes, and tools.
- Coaches team on anticipating, identifying, and mitigating customer blockers and risks (including security and compliance risks).
- Guides team through leading delivery program reviews with internal stakeholders.
- Leads executive escalation management and communications for delivery programs.
- Runs rhythms of business (RoBs) reviewing delivery excellence metrics.
- Drives conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio.
- Leads the team to adopt organizational and customer success strategy.
- Works with customers to define and agree upon a long-term approach to fuel adoption of Microsoft technology and services.
- Supports account team planning, promoting business and technical needs for change.
- Drives the security-first mindset in strategic planning and mentors teams.
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Coaches team members on implementing training plans focused on technical and industry knowledge development.
- Coaches team members on and stays current with industry and Microsoft technical insights.
- Advises customers on Microsoft technology trends and direction.
Requirements
- 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.
- 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.
Skills
- Customer Relationship Management
- Customer Success Leadership
- People Management
- Technical Relevance
- Security-first approach
- Security and resiliency
- Cross-sell and upsell
- Strategic roadmaps
- Program planning
- Customer Success Plan (CSP)
- Delivery excellence metrics
- Microsoft technology trends
Location
- U.S.
- San Francisco Bay area
- New York City metropolitan area
Work Type
- Full-time
Experience Level
- 4+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
- 5+ years relevant work experience within customer industry
- 3+ years people management experience
- 3+ years experience managing a consumption portfolio
Education Level
- Master's Degree in Business, Sociology, Psychology, Computer Science, or related field
- Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field
- Project Management Institute (PMI) or equivalent Project Management certification
- Prosci or equivalent certification
Salary/Compensations
- USD $130,900 - $251,900 per year
- USD $165,600 - $272,300 per year
Benefits
- Certain roles may be eligible for benefits and other compensation.
About the Company
- Microsoft is an equal opportunity employer.
Equal Opportunity
- 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.