Strategic Customer Success Manager

Expands customer relationships to create cross-sell and upsell opportunities. Leads and coaches business value conversations key stakeholders. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. 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. Leads the team to adopt organizational and customer success strategy to maximize customer's investments and value across all solution areas. 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, and prioritizing engagements to address agreed-upon customer outcomes and account priorities to deliver ongoing customer success. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance.

Customer Relationship Management 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, including customer security and resiliency needs. Reviews and communicates the status of delivery programs linked to customer priorities with internal stakeholders. 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, incorporating a focus on security and resiliency and enabling team to drive security-focused conversations. Leads by example, modeling a security-first approach, 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. Customer Success Leadership Guides team in mobilizing resources for identifying, resolving, and mitigating blockers to accelerate consumption. Coaches team to identify pipeline opportunities, be accountable for milestones, and ensure committed milestones are completed to deliver growth in their customer portfolio. Coaches 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. Coaches team to deliver and articulate customer value, drive business growth, maximize customer retention and minimize customer churn. 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 agreed-upon 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,