Manager - Customer Success Account Management - Zaventem, België - Microsoft

Microsoft

Geverifieerd bedrijf

Zaventem, België

3 weken geleden

Geplaatst door:

Sophie Dubois

beBee Recruiter

Beschrijving

Microsoft is on a mission to empower every person and every organization on the planet to achieve more.

Our culture is cantered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.

Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do.

In doing so, we create life-changing innovations that impact billions of lives around the world.

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 crosssell 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.

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 the current Microsoft portfolio of work in the customer account, promoting identified opportunities for growth. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. Works with customers to define and agree upon a longterm approach to fuel adoption of Microsoft technology and services in alignment with the customers' current and future goals and objectives. Supports account team planning, promoting business and technical needs for change to challenge customer thinking that drives transformation towards modern digital approaches.
Coaches team on developing and delivering strategic roadmaps in partnership with key stakeholder and executives for executing program planning, managing key stakeholder and executive expectations via delivery of a Customer Success Plan (CSP), and prioritizing engagements to address agreedupon customer outcomes and account priorities to deliver ongoing customer success. Coaches team on leveraging, improving upon, and streamlining the use of Microsoft delivery management methodologies, processes, and tools to improve and mitigate risks to customer operational health. Coaches team on anticipating, identifying, and mitigating customer blockers and risks by leveraging Microsoft solutions and services, and developing deliverable programs of work. Guides team through leading delivery program reviews with internal stakeholders to ensure alignment on customer outcomes and account priorities. Leads executive escalation management and communications for delivery programs in the customer account. Runs rhythms of business (RoBs) reviewing delivery excellence metrics (e.g., delivery backlog, bookings, unstaffed requests).

Qualifications:

Required/Minimum Qualifications

Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 6+ years customer success, solution delivery, practice management, customerfacing consulting, or portfolio management experience
OR Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 4+ years customer success, solution delivery, practice management, customerfacing cons