Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
The Customer Success Manager (CSM-M2) is a leadership position which is accountable for developing and leading teams to drive usage growth of "Modern Work" workloads (Microsoft 365 with a focus on Microsoft Teams Meetings and Platform and Apps on Teams) within the South Region. This role requires the ability to establish strategic partnerships with both internal and external stakeholders. As the leader of your organization, you will be expected to contribute towards your management teams' capabilities, drive exceptional customer experiences, share insights and strategic planning with your broader leadership team and deliver results from a performance and scorecard standpoint.
Key responsibilities include:
Customer Success Manager leaders embody the growth mindset – they thrive on challenge, learn from setbacks, and build on the ideas and inspiration of others. The Customer Success Manager leader will exemplify a strong orchestration capability and in dealing with complexity and ambiguity. The role must clearly articulate the value of Microsoft 365 and fully enable their team's understanding of the critical part they play in our customer's success. As the platform evolves, it is expected that the leader be able to capture best practices; contribute to the broader usage strategy; help expand the concept of Customer Success across the entire organization and ensure the right balance of talent to achieve our goals in this space. This role serves as a role model for their entire team in executive engagement both internally and externally; and leads from the front.
Customer Success Manager leaders must be exceptional at building organizational capability, stewarding talent management and succession, and building diverse and inclusive teams. They bring deep understanding of situational leadership and know how to coach managers and get the best out of each person. Their management style is to approach their team with empathy and humility and to model strong teamwork and collaboration. Customer Success Manager leaders execute impeccably at all the basics and ensure that they create a culture of management excellence across their team. Must be able to amplify the Voice of the Customer within Microsoft-representing the customers’ technical interests, generating insights, removing obstacles, and influencing engineering roadmaps.
Customer Success Manager leaders are accountable for creating and executing a plan to drive usage at scale within the Microsoft subsidiary and the Microsoft partner ecosystem. They accelerate the adoption and usage through establishing operational excellence, provides high quality reporting and insights, exhibits sound execution the business review process and holds the team accountable for the achievement of key targets and KPIs. It is critical that the CSM leader manage CSM and CE coverage/Utilization model and role orchestration to ensure optimal coverage.
Execute Team Readiness and Development - Attract, develop, and retain a talented team of profile CSMs or CEs, leveraging both HR & external sources to ensure a strong pipeline of future candidates.
Lead by example via deep, direct involvement in customer engagements and a "showing by doing" mindset. Manage performance through appropriate 1:1s and connect sessions, conduct performance management assessments and reviews annually (FTEs).
Develop capability thanks to his/her own abilities to deliver all CSM customer facing activities, including the ability to coach CSMs on the delivery of a functional design / gap analysis, creation of qualitative "Success Plans", the design/driving of adoption strategies and plans and the optimization of Microsoft’s purchase options for maximum impact.
Support and enable professional development planning and execution through assessments and role-based training plans.
Hold the team and individuals accountable for results and recognize appropriately.
Ensure team members collaborate and execute well; and deliver a positive impact on the organization.
Create an inclusive, engaging, and motivating work environment
Experiences Required: Education, Key Experiences, Skills and Knowledge:
8+ years of experience in people management
10+ years of experience in consultative selling ideally in consulting or technical sales
5+ years of experience in driving change management and effective adoption within key technologies
Strong technical understanding of Microsoft 365 and Microsoft Teams workloads.
Stellar executive engagement and communication skills
Passion for making others successful
BA/BS or equivalent required, MBA in IT, finance, or general management preferred
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.