Aug 01, 2019
Job Posting Date:
Jun 12, 2019
Microsoft5,755 reviews-DohaDohaDohaMicrosoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simply couldn’t anywhere else. This is a world of more possibility, more innovation, more openness, and sky’s-the-limit thinking – a cloud-enabled world.
Our mission is to empower every person and every organization on the planet to achieve more. This mission is ambitious and at the core of what our customers and employees care deeply about. We have unique capability in harmonizing the needs of both individuals and organizations. We deeply care about taking our ideals and vision global and making a difference in lives and organizations in all corners of the planet.
We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas, because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
To learn more about Microsoft’s mission, please visit: https://careers.microsoft.com/mission-culture
Check out all of our products at: http://www.microsoft.com/en-us
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft is investing in a dedicated Customer Success team that will help Microsoft customers successfully adopt Microsoft Cloud solution and services.
We are looking to hire a Senior Leader to serve as Customer Success Lead within a geography to steer the Customer Success team and be at the forefront of our customers’ digital transformation. The Customer Success Lead will:Play a key role in helping our customers achieve digital transformationGuide the Customer Success team collaboratively in driving change management, consumption and adoption activities with key Business Decision Makers and IT Decision Makers, helping reduce implementation risk, driving usage of existing solutions, and identifying new opportunities for Microsoft cloud in Infrastructure and Applications, Data and Analytics, Business Applications, and Modern WorkplaceEnable customers to realize value from their investments, and create passionate advocatesBe key part of the regional customer-facing sales leadership; use knowledge to grow salesDirectly manage full time employees and/or vendor Customer Success Managers(CSM)/Cloud Solution Architects (CSA) that will cover Microsoft customers in territoryCreate relationships with customers across assigned regions to fuel retention, growth, renewal advocacy We are looking for a passionate, forward-thinking, hands-on leader with exceptional operational discipline. This person will be very active in day-to-day coaching of his/her team, leading by example, ensuring that CSMs/CSAs drive successful engagements that enable Customer Success. Key responsibilities of the CS Lead include: Business ValueEngage BDMs/ITDMs to ensure business value is obtained and new value opportunities are identifiedEvangelize Microsoft cloud roadmapHelp customers optimize their investmentEnsure customers achieve desired consumption/adoption targets by establishing intent and driving adoption; partner with other functions as neededBuild strategy, targets, and process Customer AdvocateFoster culture of customer-centricity, accountability, and collaboration.Build strong client relationshipsCultivate strong/active network of partners to drive consumption, deliver customer valueEnsure customers are supported by partners by establishing a collaborative, customer-first relationship with partnersEngage with appropriate Microsoft or Partner resources to ensure awareness and understanding of Customer Success organization and rolesAdvance customer interests by shaping the end-to-end customer experienceLead team to be proactive, agile and responsive to “Voice of Customer”Grow account references, advocacy and loyalty for CSM/CSA practices Technical LeaderBe a credible and trusted advisor to customers on their technology and business needsRemove blockers via escalation, scoping, feedback and coachingExhibit sound judgmentDeliver high standards of technical excellence in Customer Success teamsBe a credible industry spokesperson on customer success and technologyBe sought out for thought leadership to influence actions/results at senior levels People LeaderAttract and hire top customer success talent from marketAttract, develop and retain a talented team of CSM Managers and Cloud Solution Architect Managers and ICsEnsure a strong pipeline of candidatesForm and develop diverse, high-performing customer success teamCoach employees, be a role model, and lead by exampleManage performance expectationsManage accountability for resultsRecognize appropriatelyCreate a diverse, inclusive, engaging and motivating environmentBuild technical/project management and customer relationship management skillsEnsure delivery of activities Success ManagerCustomer Success discipline and accountabilityEnsure data collectionRun regular ROB process, collect performance data and report performance to Global CSM/CSA Lead and Strategy TeamEnsure CSMs/CSAs collaboration to deliver customer success planConsistent coaching rhythm in place, following Customer Success Manager coaching frameworkEngage regularly with customers for feedback on CSM/CSA roleEnsure execution of pipeline management, issue escalation, forecasting, and CS plans OrchestratorDrive integrated customer planning to ensure seamless hand-offs between internal customer facing organizationsEnable collaboration within MicrosoftLead by example by bringing in other functions to act on Customer Success qualified leads or expansion opportunitiesHelp Customer Success Managers & Cloud Solution Architect resources connect to relevant Microsoft stakeholders and build relationships across the enterpriseLeverage knowledge of Microsoft to work across groups, influence stakeholders, resolve issues, and manage risk Experiences Required: Education, Key Experiences, Skills and Knowledge:15-20 years of professional experience including business management, offering/product strategy, marketing, sales, professional services, technology implementation, or related fieldDeep expertise in selling and implementing solutions across multiple industriesStrong management, communication, execution skills; Has energy, can energize othersTrack record of effective communication with business and technical leaders at all levels within large enterprisesAbility to create effective relationships, listen, influence and collaborate at all organizational levelsAbility to resolve ambiguous situations with can-do attitude, deliver creative solutionsExtensive leadership experience and ability to inspire confidence in senior leaders and motivate a global teamBachelor’s Degree, or equivalent experience required, Master's Degree/MBA preferredGlobal experience preferred
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
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