Job Details
Experience Needed:
Career Level:
Education Level:
Salary:
Job Categories:
Skills And Tools:
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