Customer Success Portfolio Manager

2 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Microsoft Full time

Overview

Microsoft's Customer Experience & Success (CE&S) organization empowers customers to accelerate business value through differentiated customer experiences. As a key member of this team, you will play a vital role in driving customer success through leadership and strategic planning.

About the Role

This is an exciting opportunity to lead a high-performing team of Customer Success Account Managers (CSAMs) in varying stages of career development, cloud adoption, portfolio management, cloud service management, and technology trends. You will be responsible for leading your team through a coach, model, care framework, driving strategic planning, and orchestrating delivery resources to drive strong customer outcomes aligned to their top priorities.

Responsibilities

  • Customer Relationship Management: Proactively develop relationships with key customers, partners, and internal contacts to further Microsoft's customer success goals.
  • Customer Success Leadership: Drive conversations with customers to demonstrate alignment between customer objectives and the current Microsoft portfolio of work in the customer account.
  • Customer Insights and Opportunities: Identify and share customer insights and opportunities with the Account Team and Support sellers to drive new opportunities for growth and consumption.
  • Customer Adoption and Usage: 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.
  • Program Planning and Review: 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: Stay current with industry and Microsoft technical insights through consultation with the Customer Success community, peers, partners, and customer stakeholders.


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