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About the Role

As a Leader/Manager of a Customer Success Account Manager (CSAM) team, you will lead a high-performing team of Customer Success Account Managers (CSAMs), who are well versed in cloud adoption, program delivery management practices, and technology trends. This role fuels customer success through leadership and innovation with business, customer, and team engagement.

Responsibilities

Drive AI Transformation by helping customers transform their organizations through AI, translating strategic ambition into business outcomes.
Foster a culture of innovation and AI learning within the team.
Help customers move from AI ambition to measurable business outcomes through adoption, governance, value realization, and executive leadership.
Lead customer conversations on AI strategy, orchestrate cross-functional Microsoft teams, and ensure AI investments deliver tangible business impact.
Drive Consumption & Usage Excellence by helping customers realize value from their technology investments and representing customer success through all deal phases.
Protect future business and drive net new opportunities through strategic engagement, leading CSAMs as trusted advisors.
Drive Customer Health Excellence by proactively engaging with customers on their Cloud & Security health, leading Crisis Excellence, and managing risks through project and service delivery.
Ensure quality customer success plans are in place and key resources are leveraged.
Drive customer value through effective use of Microsoft’s cloud platforms, fulfilling key contractual obligations and delivery governance.
Acquire, plan, onboard, develop, coach, mentor, and evaluate Customer Success Account Managers.
Build a high-performing, diverse, and inclusive team.
Partner with Microsoft stakeholders to drive role clarity, account coverage, project assignment, effective cross-team collaboration, and multi-cloud consumption activities.
Coach and enable the team to accelerate cross-cloud workload projects to production, including technical readiness, blocker escalations, and resource orchestration.
Ensure the team delivers high-quality, resilient, and successful production deployments.
Drive Customer Health and operational excellence, including timely consumption opportunity management, high-quality reporting, and portfolio health.

Requirements

Experience in customer success, technology sales, consultative, or program delivery, preferably within Enterprise Public Sector.
Demonstrated capability in managing within complex environments, at scale, across complex projects and support engagements.
Experience in directly managing people and virtual teams across functions.
Demonstrated leadership in driving an inclusive and collaborative culture, teamwork, diversity, and cross-team alignment.
Ability to inspire teams and manage complex people dynamics.
Experience in driving transformation, organizational and business change while delivering results with customers and within an organization.
Proven ability to generate trust, build alliances, and orchestrate interdisciplinary teams for customer benefit.
Proven ability to influence across organizational boundaries.
Thought leader with executive presence, capable of holding CxO and BDM level discussions.
Exceptional interpersonal, verbal, written, and presentation skills.
Proven ability to map customer needs to solutions.
Understanding of Enterprise cloud workloads.
Ability to stay up to date on Cloud and Industry Scenarios and workloads.
Empathy, curiosity, desire to constantly improve, acquire new skills, and drive for results.
A desire and passion to work in the Public Sector.

Skills

Cloud adoption
Program delivery management
Technology trends
AI Transformation
Business outcomes
Executive engagement
Organizational readiness
Adoption
Governance
Value realization
Innovation
AI learning
Consumption & Usage Excellence
Customer Health Excellence
Cloud health
Security health
Crisis Excellence
Risk management
Project delivery
Service delivery
Delivery Excellence
Customer success plans
Unified contracts
Microsoft cloud platforms
Contractual obligations
Delivery governance
Talent acquisition
Team development
Coaching
Mentoring
Performance evaluation
Team building
Diversity and inclusion
Stakeholder management
Cross-team collaboration
Multi-cloud consumption
Cross-cloud workload projects
Technical readiness
Bloker escalations
Technical resource orchestration
Production deployments
Operational excellence
Consumption opportunity management
Reporting and insights

Location

Paddington, London

Work Type

Full-time

Experience Level

Manager
M6
M5

Education Level

Bachelor's degree in Computer Science, Information Technology, or Business (beneficial)

Salary/Compensations

£ 100,400.00 - £ 200,500.00 per year (M6)
£ 79,700.00 - £ 133,900.00 per year (M5)

Benefits

Certain roles may be eligible for benefits and other compensation.

About the Company

Microsoft's mission is to empower every person and every organization on the planet to achieve more.
Our culture is centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.
We create life-changing innovations that impact billions of lives around the world.
Customer Success at Microsoft aspires to help customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and customer success offerings.
Microsoft invests in a dedicated Customer Success team that helps customers successfully realize their business outcomes and the value of their investments in Microsoft.

Equal Opportunity

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.