Customer Success Account Management - Toronto, Canada - Microsoft Canada

Microsoft Canada

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Overview

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.

With over 17,000 employees worldwide, the mission of the Customer Success Unit (CSU) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships.

Come join CSU and help us build a future where customers achieve their business outcomes faster with technology that does more.

We are looking to hire a Customer Success Account Management - Manager to join our team.

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.

Qualifications:

Required/Minimum Qualifications
Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 8+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience.
Additional or Preferred Qualifications
Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 15+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience
OR equivalent experience.
7+ years relevant work experience within customer industry.
5+ years people management experience.
5+ years experience managing a consumption portfolio.
Project Management Institute (PMI) or equivalent Project Management certification.
Prosci or equivalent certification.

Customer Success Account Mgmt M- The typical base pay range for this role across Canada is CAD $156,000 - CAD $309,500 per year.

Find additional pay information here:

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 through owning operational executive relationships with key customer, partner, and internal contacts to further Microsoft's customer success goals, targeting executives (as appropriate).

Ensures the customer is recognizing value as planned. Anticipates, identifies, and manages potential issues, escalating to appropriate teams for resolution. Expands customer relationships to create cross-sell and upsell opportunities.

Identifies, understands, influences, and challenges and manages the needs, expectations, and interests of key customer technical, business, and executive stakeholders.

Ensures key stakeholders (including partners) are satisfied with agreed upon objectives and outcomes and that their interests are protected and valued.

Leads and coaches business value conversations key stakeholders.

Collects feedback from internal and customer stakeholders on business needs, preferences, values, and goals to identify important customer patterns, pain points, attitudes, and expectations and coaches others to do the same.

Prioritizes resource efforts to meet the most critical needs and expectations of customers.
Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders.

Technical Relevance

Coaches team members on implementing training plans focused on technical and industry knowledge development aligned with organizational goals.

Coaches team members on and stays current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.

Advises customers on Microsoft technology trends and direction with relevance to Microsoft's competition.

Customer Success Leadership

Drives conversations with customers to demonstrate alignment between customer objectives and