Customer Success Account Manager

Responsibilities
People Leadership — lead through your managersDeliver success through empowerment and accountability by modeling, coaching, and caring: set the vision and objectives for your organization, develop and coach your CSAM Managers, enable success across boundaries, and invest in the growth of leaders and individual contributors alike. Attract, retain, and grow diverse TMG customer-success talent.Executive Relationship ManagementLead by example by owning the most senior operational and executive relationships with key TMG customer, partner, and internal contacts — ensuring customers recognize value as planned, anticipating and managing escalations, and expanding relationships to create cross-sell and upsell opportunities across telco, media, and gaming accounts.Customer Success Strategy & GrowthCoach your teams on developing and delivering strategic roadmaps in partnership with customer executives, prioritizing engagements that address agreed-upon TMG business outcomes and account priorities, and aligning Microsoft's Azure, AI, and Copilot portfolio to industry-specific transformation (network modernization, content and media workloads, gaming platforms, data monetization).Delivery Excellence & Risk ManagementGuide your organization to anticipate, identify, and mitigate customer blockers and delivery risks by mobilizing Microsoft resources and building deliverable programs of work; run rhythms of business (RoBs) reviewing delivery-excellence metrics (delivery backlog, bookings, unstaffed requests, consumption pipeline) to drive predictable, repeatable outcomes.Consumption & Value RealizationMobilize resources to accelerate customer adoption and active usage of Microsoft cloud and AI services, maximize retention, minimize churn, and deliver durable consumption growth across the TMG portfolio — holding your teams accountable for committed milestones.

Qualifications
Required Qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.

Other Requirements

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.

Preferred Qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 12+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
6+ years experience working in a customer-facing role (e.g., internal and/or external).
6+ years experience leading technical projects, teams, or functions.
Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
5+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.

Cloud Solution Architecture M5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 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 $165,600 - $272,300 per year.

Skills Required
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
3+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.
Authorization to work in the United States without employer sponsorship (position not eligible for visa sponsorship).
Bachelor's Degree AND 12+ years experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree AND 8+ years experience in those areas (preferred alternative experience).
6+ years experience working in a customer-facing role (internal and/or external).
6+ years experience leading technical projects, teams, or functions.
Technical certification in cloud (e.g., Azure, AWS, Google) or security certifications.
5+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.