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Customer Success Leader - Saudi Arabia

Microsoft
Riyadh, Saudi Arabia
Posted 5 years ago
64People have clicked1 open position
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Job Details

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Job Description

  • 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 Value
  • Engage BDMs/ITDMs to ensure business value is obtained and new value opportunities are identified
  • Evangelize Microsoft cloud roadmap
  • Help customers optimize their investment
  • Ensure customers achieve desired consumption/adoption targets by establishing intent and driving adoption; partner with other functions as needed
  • Build strategy, targets, and process
  • Customer Advocate
  • Foster culture of customer-centricity, accountability, and collaboration.
  • Build strong client relationships
  • Cultivate strong/active network of partners to drive consumption, deliver customer value
  • Ensure customers are supported by partners by establishing a collaborative, customer-first relationship with partners
  • Engage with appropriate Microsoft or Partner resources to ensure awareness and understanding of Customer Success organization and roles
  • Advance customer interests by shaping the end-to-end customer experience
  • Lead team to be proactive, agile and responsive to “Voice of Customer”
  • Grow account references, advocacy and loyalty for CSM/CSA practices
  • Technical Leader
  • Be a credible and trusted advisor to customers on their technology and business needs
  • Remove blockers via escalation, scoping, feedback and coaching
  • Exhibit sound judgment
  • Deliver high standards of technical excellence in Customer Success teams
  • Be a credible industry spokesperson on customer success and technology
  • Be sought out for thought leadership to influence actions/results at senior levels
  • People Leader
  • Attract and hire top customer success talent from market
  • Attract, develop and retain a talented team of CSM Managers and Cloud Solution Architect Managers and ICs
  • Ensure a strong pipeline of candidates
  • Form and develop diverse, high-performing customer success team
  • Coach employees, be a role model, and lead by example
  • Manage performance expectations
  • Manage accountability for results
  • Recognize appropriately
  • Create a diverse, inclusive, engaging and motivating environment
  • Build technical/project management and customer relationship management skills
  • Ensure delivery of activities
  • Success Manager
  • Customer Success discipline and accountability
  • Ensure data collection
  • Run regular ROB process, collect performance data and report performance to Global CSM/CSA Lead and Strategy Team
  • Ensure CSMs/CSAs collaboration to deliver customer success plan
  • Consistent coaching rhythm in place, following Customer Success Manager coaching framework
  • Engage regularly with customers for feedback on CSM/CSA role
  • Ensure execution of pipeline management, issue escalation, forecasting, and CS plans
  • Orchestrator
  • Drive integrated customer planning to ensure seamless hand-offs between internal customer facing organizations
  • Enable collaboration within Microsoft
  • Lead by example by bringing in other functions to act on Customer Success qualified leads or expansion opportunities
  • Help Customer Success Managers & Cloud Solution Architect resources connect to relevant Microsoft stakeholders and build relationships across the enterprise
  • Leverage knowledge of Microsoft to work across groups, influence stakeholders, resolve issues, and manage risk

Job Requirements

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 field
  • Deep expertise in selling and implementing solutions across multiple industries
  • Strong management, communication, execution skills; Has energy, can energize others
  • Track record of effective communication with business and technical leaders at all levels within large enterprises
  • Ability to create effective relationships, listen, influence and collaborate at all organizational levels
  • Ability to resolve ambiguous situations with can-do attitude, deliver creative solutions
  • Extensive leadership experience and ability to inspire confidence in senior leaders and motivate a global team
  • Bachelor’s Degree, or equivalent experience required, Master's Degree/MBA preferred
  • Global experience preferred
JobsCustomer Service/SupportCustomer Success Leader - Saudi Arabia