With over 17,000 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 future leader **is a customer obsessed, passionate business and change leader** with a **technical background** and a talent for **mentoring and coaching** to help further develop our managers and teams across multiple countries. The Western Europe CSAM Leader is thriving in a high-performance culture and **role models high standards on customer health, delivery excellence and operational efficiency** . The ideal candidate is not shying away from a very hands-on approach to **managing customer escalations** when they occur. **Leveraging their expertise of leading IT programs and projects** , the new leader will empower the teams to ensure **customers get best value from their Microsoft technology investments** (incl. Artificial Intelligence, Copilot, Cloud Security, Azure Commitments, and through our customer engagement frameworks. They will **role model customer obsession by sponsoring key accounts** and help **remove blockers** for the team. This role has a flexible work model and can be performed from home or office with an estimated 25% travel dependent on business requirements. 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. **Responsibilities** + Ensure rigorous value realization for our customers through solid governance and RoB + Drive Growth and Expansion opportunities from ongoing engagements and deliver against deployment plans. + Transformation with AI (driving adoption and skilling) + Ensure long-term commitment through executive partnerships, customer success engagement frameworks and Unified Contract Delivery + Prevent future issues by driving crisis prevention & management, pro-actively promote resiliency plans **Qualifications** Bachelor's Degree in Business, Sociology, Computer Science or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience + OR Master's Degree in Business,Computer Science, or related field AND 6+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience + OR equivalent experience 7+ years relevant work experience within customer industry 10+ year(s) people management experience, preferably in a multi-country setting 5+ year(s) experience managing a consumption portfolio + Project Management Institute (PMI) or equivalent Project Management certification + Prosci or equivalent certification Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .