FAQs
What is the primary mission of the Customer Experience & Success organization at Microsoft?
The primary mission is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services.
What is the role of a Customer Success Account Management (CSAM) Manager?
The CSAM Manager leads a high-performing team of Customer Success Account Managers, responsible for customer success planning and delivery to an assigned portfolio of customers.
What are the key responsibilities of the CSAM Manager?
Key responsibilities include customer relationship management, leading customer success leadership conversations, coaching the team on customer adoption, and managing delivery and program management.
Is travel required for this position?
Yes, this role may require an estimated 25% travel, depending on the customer portfolio.
What qualifications are required for this position?
Candidates need a Master's Degree in a related field and relevant experience, or a Bachelor's Degree with equivalent experience.
What additional qualifications are preferred for this role?
Preferred qualifications include relevant work experience in the customer industry, people management experience, experience managing a consumption portfolio, and Project Management or Prosci certifications.
What is the work model for this position?
The role has a flexible work model that allows for remote work, and it can be performed up to 100% from home or in the office.
What is Microsoft’s stance on equal opportunity employment?
Microsoft is an equal opportunity employer and considers all qualified applicants without regard to various protected characteristics as consistent with applicable laws.
How does the CSAM Manager identify growth opportunities for customers?
The CSAM Manager leads conversations that demonstrate alignment between customer objectives and Microsoft's current portfolio while fostering a team culture that shares customer insights with the Account Team and Support sellers.
How does the CSAM Manager ensure ongoing customer success?
The CSAM Manager ensures ongoing customer success by coaching the team in program planning, managing expectations through Customer Success Plans, and facilitating prioritization of engagements to meet customer outcomes.