Customer Success Account Management Strategy – Business Program Manager

With over 18,000 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.

The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.

The CSAM role is a critical role that leads the delivery of consumption and usage, and customer health initiatives to deliver on our customers strategic objectives. We are looking for a  Customer Success Account Management (CSAM) Strategy – Business Program Manager to join the CSAM Strategy team focused on developing and executing programs that drive improvements that impact our customers consumption and usage; customer health and delivery excellence.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required/minimum qualifications:  

• Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in customer success program management, process management, process improvement
  • OR equivalent experience
• Understanding of Customer Success and Global Support functions.

Preferred qualifications:

• Ability to orchestrate, lead, and influence diverse virtual teams.
• Effective presentation skills, comfortable engaging with both large and small audiences at different organizational levels.
• Proven success as an Operations professional or equivalent, with a passion for making a broad, programmatic impact on global communities.
• Demonstrated ability to thrive in a matrix environment, valuing collaboration over reporting structures.
• Expertise in influencing, driving, and developing strategies in challenging situations, with a commitment to achieving organizational goals.
• Experience managing and leading complex, multi-disciplinary virtual teams, both directly and remotely.

Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $115,000 - $200,300 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $146,200 - $219,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:  

Microsoft will accept applications for the role until January 18, 2025.

#CES #GCS

Customer Success is looking for a passionate and purposeful individual to join the CSAM Strategy Team to lead programs that drive change and bring clarity and execution excellence to the field. You will be responsible for consulting with field and HQ teams across Customer Success and with other Segment roles, bringing depth of the CSAM role, to then create and execute on the necessary programs, that drive and support improvements for CSAM role mastery. The role is highly collaborative, and you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results.

This will also include leading work that:
• Ensures alignment of global role taxonomy with Customer Success strategy by recommending role changes as appropriate
• Generates globally consistent job descriptions and role definitions
• Defines or refines career paths (Key Discipline Results, Competencies, Skill Profiles…)
• Develops globally consistent role core priorities and critical indicators of success

Areas of focus will include:
• Develop and lead CSAM role programs that improve customer experience, solution stability, role clarity and streamline the CSAM role experience across CE&S.
• Identify and actively engage with Customer Success field and HQ stakeholders as representative of the CSAM role and lead cross functional teams to drive positive impact.
• Participate in regular TZ/Area connections to represent or clarify the CSAM role, and gather feedback for continuous program improvement.
• Synthesize business insights from the organization and stakeholders across CE&S and Microsoft to identify risks and opportunities to drive impact through well-developed plans that simplify and improve the productivity of the CSAM role.