Just like at the beginning of the new fiscal year, Microsoft is making some changes to its sales and support organization. In the past few days, news about these changes has begun to spread, and these changes will affect those who work with the “Customer Success” department, its technical account managers, and other support staff.
My contact said that the latest goal of Microsoft’s transformation is to try to improve customers’ use and participation of various Microsoft products and services. Microsoft officials are working to improve the clarity of support roles and improve the “correct size”
I have not heard that Microsoft will make major layoffs as part of the change. (I heard that there may be some separate, smaller layoffs, but this is due to the usual churn, not because a large number of people who are in contact with any given team are fired).
Just three years ago, on July 6, 2017, Microsoft announced the layoffs of thousands of people, mainly in its sales department. In March last year, Microsoft laid off about 200 commercial sales staff, including the head of the customer success department at the time. Mark Souza, corporate vice president of Microsoft Cloud and AI platform, took over as customer success director of Microsoft Cloud Platform.
Since it has been using many of its products and services recently, Microsoft will also change the positions and positions of many of its employees as part of the latest sales initiatives. The Technical Account Manager (TAM) was renamed to “CSAM” or “Customer Success Account Manager” and will report to the Customer Success Department. Premier field engineers will now be called “customer engineers”.
I am most curious about the new independent Microsoft consulting organization established by the company in FY21. I asked Microsoft to comment on its size and importance, but received no comments. Dissatisfaction with certain reseller partners, Microsoft has conducted many consultations as part of its business. Microsoft’s annual partner conference Inspire is planned as a virtual event later this month.
Microsoft’s fiscal year 2021 begins on July 1, 2020.