Customer Success Account Director

2 weeks ago

Beijing, Beijing, China Microsoft Full time
Job Description

Overview

At Microsoft, we empower every individual and organization to achieve more. As a Customer Success Account Manager, you will bridge the gap between customers and transformative solutions, driving growth and fostering long-term partnerships.

Key Responsibilities

As a strategic leader, you will:

  • Directly manage CSAM individual contributors and managers, ensuring clarity and actionable goals for the team.
  • Consistently create clarity for CSAM team members with both tangible goals and actionable activities.
  • Provide regular on-job coaching to CSAM team members, focusing on high-impact technical issues.
  • Manage and coach CSAM managers on both operational activities and career development initiatives.
  • Act as a community leader for GCR, participating in global forums and managing updates and changes to ensure smooth operations within the region.
  • Be responsible for the WW CSAM update, program, and change management cascading, ensuring a smooth landing in GCR.
  • Drive long-term customer experience improvement, sustainable business growth, and oversee the CSAM team in customer relationship management, execution of consumption delivery, and operational excellence.

Requirements

To be successful in this role, you will need:

  • Bachelor's Degree in Engineering, Information Technology, Business, or related field AND 8+ years of solution delivery, practice management, customer-facing consulting, or portfolio management experience.
  • OR Master's Degree in Engineering, Information Technology, Business, or related field AND 6+ years of solution delivery, practice management, customer-facing consulting, or portfolio management experience.
  • OR equivalent experience.
  • Strong business knowledge of mainstream cloud customer industries, e.g., gaming, short video, e-comm, retail, high-tech, auto, etc.
  • Strong technical background and familiarity with mainstream internet technology stack, OSS, etc.
  • Proven record and experience as a key role in the landing of large/complex cloud projects.
  • Proven record of managing a large team with a good culture, strong unity, and career development.
  • Project Management Institute (PMI) or equivalent Project Management certification.
  • Prosci or equivalent certification.

Benefits

As a Microsoft employee, you will enjoy:

  • Industry-leading healthcare
  • Educational resources
  • Discounts on products and services
  • Savings and investments
  • Maternity and paternity leave
  • Generous time away
  • Giving programs
  • Opportunities to network and connect

What We Offer

At Microsoft, we offer a dynamic and supportive work environment, with opportunities for growth and development. We are committed to helping our employees achieve their full potential and reach their career goals.

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