Customer Success Leader (Southeast Region)

Customer Success Leader -Southeast regionWhat Joining the Microsoft Team MeansMicrosoft 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.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.ResponsibilitiesThe Impact You’ll Be MakingWe are looking to hire a Manager of Managers 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 Managers of full time employees and/or vendor Customer Success Managers(CSM)/Cloud Solution Architects (CSA) that will cover Microsoft customers in our territory

Create relationships with customers across assigned regions to fuel retention, growth, renewal advocacy

We are looking for a passionate, forward-thinking, hands-on manager 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 SuccessKey responsibilities of the CS Lead include:Demonstrating Business Value and

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 Customer Success Managers and Cloud Solution Architect Managers and ICs.

Ensure a strong pipeline of candidates

Form and develop diverse, high-performing customer success teams.

Coach employees, be a role model, and lead by example.

Conduct performance reviews.

Manage accountability for results.

Recognize appropriately.

Create 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

QualificationsWho We Are Looking For Experiences Required: Education, Key Experiences, Skills and Knowledge:

Extensive professional experience including sales with track record of year over year success, business management, offering/product strategy, marketing, 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 with customers as well as internally

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 enterprise team. Bachelor’s Degree, or equivalent experience preferred or Master’s Degree/MBA preferred

Global experience preferred

At Microsoft, we believe that diversity enriches our performance and products, the communities where we live and work, and the lives of our employees. As our workforce evolves to reflect the growing diversity of our communities and the global marketplace, our efforts to understand, value, and incorporate differences become increasingly important. Come explore diversity at Microsoft! Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form at https://careers.microsoft.com/us/en/accommodationrequest .Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.