Customer Success Account Management-manager

Builds and executes shared plans with customers. Manages customer executive relationships through business reviews, strategic escalations, and administration of customer contracts. Enable customers to use their benefits effectively. Provides direction for other members of the Account Team to develop a deep understanding of their customer’s business and technical objectives. Sets priorities for Microsoft to contribute to the customer’s success in those areas. Plans the delivery of services to achieve success criteria for top priority solutions and workloads. Provides direction and orchestration related to overseeing and managing the delivery of projects and programs to achieve defined success criteria for prioritized customer solutions and workloads. Develops and executes technical skilling plan to build technical expertise aligned with customer and business priorities.

**Responsibilities**:
**Responsibilities**

People Management
- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Customer Relationship Management
- Leads by example in creating and nurturing strategic relationships with key customer stakeholders, targeting the C-Suite (as appropriate), often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed.
- Synthesizes insights from their team regarding the business and Information Technology objectives, priorities, and strategies of customers across their Practice and more broadly across their practice in order to identify wide-spread patterns and develop strategies for the practice. Coaches others to do the same. Communicates current status of portfolio engagements to customer stakeholders on regular cadence. Coaches team to act on industry trends, anticipate and captures new customer needs and outcomes identified during customer engagement. Scopes for managed intellectual property (IP) that supports the practice, and provides feedback to corporate on the effectiveness of IP.

Account Planning
- Cultivates the image of their team, practice, and Microsoft as a valued business partner by aligning customer strategy with Microsoft's offerings and roadmap, as well as considering future industry needs, to agree on a long-term strategy (including for consumption) aligned to those objectives. Taking into account industry and customer insights, supports their team to lead with complex portfolio and program planning, engagement with executive sponsors, and prioritization of engagements to address strategic outcomes and drive customer success. Supports, in collaboration with other account team leaders, the Account Team in presenting the business and technical need for change and challenging customers' thinking where appropriate, including insights from competitors. Supports account planning, acts as a change agent for the Practice, and advocates internally to help customers transform to modern digital approaches.
- Cultivates transformational approaches in aligning growth goals, opportunities, and industry strategies enabling organizational and area portfolio and program planning excellence for the largest, most complex, strategic customers (e.g., global, high
- revenue generation, complex transformation, strategic accounts) in partnership with Sales and account team leadership across solution areas. Supports the efficiency targets of their practice through the delivery of contracts and customer value, leveraging managed intellectual property (MIP) and enhanced offerings, in alignment with compliance policies.

Opportunity and Pursuit Management
- Provides guidance and mentorship in leading a team in recommending innovative opportunities for growth to capture and communicate customer and industry insights to sellers. Partners with internal leadership teams (e.g., Account Technology Unit [ATU], Customer Success Unit [CSU], Specialist Team Unit [STU]) to identify, create, and strategize on growth opportunities for their Practice and Area growth goals. In partnership with Sales identifies and supports the development of new customer opportunities aligned with Microsoft strategic priorities.

Consumption and Delivery Execution
- Coaches their team on the adoption and consistent use of appropriate delivery-management methodologies, processes, and tools. Coaches their team on effective customer communication and understanding customer expectations. Ensures that customer opportunities, questions, and/or issues are brought to the appropriate internal teams and management/leadership stakeholders. Encourages others to develop and/or expand awareness of internal mechanis