Customer Success Account Management Leader
 Microsoft | |
 United States, Nevada, Reno | |
| 6840 Sierra Center Parkway (Show on map) | |
 Sep 05, 2025 | |
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OverviewMicrosoft'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. The Customer Success Account Management (CSAM) function develops and maintains foundational relationships with our most important customers, enabling quality solution delivery and ensuring our customers realize the business value from their investment in Microsoft. This is achieved by developing a deep understanding of the customer's desired business outcomes and technology strategy and developing programs to deliver those outcomes. The CSAM functional also ensures ongoing customer health by taking proactive steps to improve the resiliency, optimization and security of the customer's environment and orchestrating support and crises response. This CSAM Leader for the Manufacturing and Mobility OU works with an M2 partner and together they are responsible for the overall success of the OU CSAM function. This includes the culture and care of the team, the strategic direction and operational excellence of the business, and overall satisfaction of our customer base. The CSAM Leader ensures their team plays a key role in the Microsoft account team, leading the development and execution of consumption strategies and providing deep knowledge of customer health. 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.
ResponsibilitiesPeople Leadership: Build and grow a healthy team culture by creating a diverse, equitable, inclusive environment, driving accountability for results, and developing and coaching talent. Foster a culture of customer-centricity by keeping the customer at the center of everything we do and collaborating with peers and extended teams to shape the end-to-end customer experience. Encourage and empower teams to share learnings, collaborate on challenges and trends, and promote community sharing across the customer success unit. Customer Relationship Management: Proactively develop direct customer relationships and through the Microsoft account teams to enable our customers to realize the value of their Microsoft investments and ensure clear communication and orchestration of our response to customer crisis situations. Customer Success Leadership: Customer strategy and growth: collaborate with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account. Delivery and Program Management: coach team on planning and customer-facing program review, managing key stakeholder expectations via delivery of a Customer Success Plan. Consumption leadership: coach team to identify pipeline opportunities, to take accountability for customer milestones, and ensure committed milestones are completed to drive customer success. Incident and crisis management: Proactively coach team and stakeholders to ensure clear accountability and response effectiveness. Reactively ensure clear customer communication, response orchestration, effective resolution and post-event analysis. Technical Relevance: Coach team members on, and stays current with, industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders. Other:Embody Microsoft CultureandValues | |