Customer Success Leader

  • Listed: June 12, 2019 9:35 pm
  • Company Name: Microsoft
  • Job Type: Full Time
  • Salary Package: Negotiable
  • Required Experience: 15+ Years
  • Minimum Education: Bachelors Degree
  • Emirates: Dubai
  • Country: United Arab Emirates
  • Employer Website: https://careers.microsoft.com/mission-culture

Description

Microsoft 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 transformation
Guide 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 Workplace
Enable customers to realize value from their investments, and create passionate advocates
Be key part of the regional customer-facing sales leadership; use knowledge to grow sales
Directly manage full time employees and/or vendor Customer Success Managers(CSM)/Cloud Solution Architects (CSA) that will cover Microsoft customers in territory
Create relationships with customers across assigned regions to fuel retention, growth, renewal advocacy
Responsibilities
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

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Listing ID: 2165cffb8d320753

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