Senior Director, Customer Success Account Management

Senior Director, Customer Success Account Management

Senior Director, Customer Success Account Management

Get AI-powered advice on this job and more exclusive features.

We’re seeking a highly motivated, visionary and experienced Enterprise Commercial CSAM leader — someone who has held senior roles and led enterprise-scale delivery organizations, or driven Technology strategy and innovation across complex organizations. The ideal candidate will bring a blend of technical depth, operational excellence, business acumen, and a track record of shaping and delivering impactful Customer transformations.
This leader will oversee our Enterprise Commercial, Financial Services and Retail & Consumer Goods industries and Partner with the Public Sector CSAM Leader, it’s a customer-facing role, managing the teams that are the faces of the overall technical relationship and strategy between the customers and Microsoft. Your teams will own Unified customer engagements and the ideal candidate will have experience in building teams of customer-facing roles with technical expertise.
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
As a Customer Success Account Management (CSAM) Senior Director, you lead a high performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio and program management, cloud service management and technology trends. This is an exciting role that will help fuel customer success through your leadership with business, customer, and team growth!
This role has direct people management responsibility for CSAM’s, has overall accountability for their team’s end to end Customer Success planning and delivery to an assigned portfolio of customers, while ensuring close partnership with internal and external stakeholders. Through their team the CSAM Senior Director is responsible for driving a repeatable and predictable business by leading a team through a coach, model, care framework driving strategic planning and the orchestration of delivery resources to drive strong customer outcomes aligned to their top priorities. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on customer portfolio.
Responsibilities
Responsibilities

  • Customer Relationship Management – You will lead by example to proactively develop relationships to further Microsoft\'s customer success goals with key customer, partner, and internal contacts.
  • Customer Success leadership – Customer Strategy and Growth – You will drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
  • You will develop a team culture identifying and sharing Customer insights and opportunities with their Account Team and Support sellers to drive new opportunities for growth and consumption.
  • Customer Success Leadership and Consumption Leadership – You will coach a team to support customer adoption and active usage of Microsoft products and services aligned to outcomes and objectives defined within agreed-upon customer success plans.
  • Customer Success Leadership – Delivery and Program Management – You will manage a repeatable and predictable business by coaching a team on program planning and customer-facing program review, managing key stakeholder and executive expectations via delivery of a Customer Success Plan , and prioritization of engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success.
  • Technical Relevance – You will stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.
  • You will deliver success through empowerment and accountability by modeling, coaching, and caring as well as attracting and retaining great people.
Qualifications
Preferred Qualifications (PQs)
  • Extensive experience in customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
  • Extensive work experience within customer industry
  • Extensive experience in people management
  • Extensive experience managing a consumption portfolio
    • Project Management Institute (PMI) or equivalent Project Management certification
    • Prosci or equivalent certification
Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Seniority level

  • Seniority level

    Not Applicable

Employment type

  • Employment type

    Full-time

Job function

  • Job function

    Other

  • Industries

    Software Development

Referrals increase your chances of interviewing at Microsoft by 2x

Get notified about new Director of Customer Success jobs in London, England, United Kingdom .

Director of Customer Experience- Content and Optimisation

Slough, England, United Kingdom 6 days ago

London, England, United Kingdom 1 month ago

Director, Customer Support Services (EMEA)

London, England, United Kingdom 8 hours ago

Greater London, England, United Kingdom 1 week ago

Greater London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 1 month ago

London, England, United Kingdom 3 weeks ago

City Of London, England, United Kingdom 4 weeks ago

Head of Client Success at Retail Insights

London, England, United Kingdom 5 months ago

London, England, United Kingdom 2 weeks ago

Head of Customer Success - Studentjob.co.uk

London, England, United Kingdom 6 days ago

Head of Client Success at Retail Insights

London, England, United Kingdom 4 weeks ago

Head of Client Success at Insurtech Insights

London, England, United Kingdom 5 months ago

Client Success Senior Director (12 Month FTC)

Head of Customer Success - Studentjob.co.uk

City Of London, England, United Kingdom 8 hours ago

Head of Customer Success – Crypto Payments

Global Head of Customer Success, Medical Affairs

London, England, United Kingdom 4 weeks ago

London, England, United Kingdom 5 months ago

Head of Client Success at Private Equity Insights

London, England, United Kingdom 5 months ago

Greater London, England, United Kingdom 2 weeks ago

Client Success Senior Director (Marketing Effectiveness - 12 Month FTC)

London, England, United Kingdom 5 days ago

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 5 months ago

London, England, United Kingdom 5 days ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London Area, United Kingdom £110,000.00-£110,000.00 11 hours ago

London, England, United Kingdom 1 week ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

#J-18808-Ljbffr Salary: GBP 79200 - 110000 per year Experience: 5 years required
Back to blog

Other Jobs To Apply

No other job posts for this day.

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...