Customer Success Director

6 months ago

Bukit Jalil, Malaysia Microsoft Full time

**People Management**
Lead your team to deliver customer objectives & Microsoft business targets. Lead them through change using the Demonstrated Capabilities framework.

**Customer Centricity**
Coach team to understand customer objectives & how Unified accelerates value realization. Guide team to drive positive Customer Satisfaction & share feedback/insights from customers/partners.

**Business Impact**
Run your business and develop your team to meet customer needs and Microsoft business targets. Coach team to deliver according to MS best practices & using repeatable IP.

**Technical Leadership**
Foster a continuous self-learning culture and drive technical intensity, driving team to enable customers to realize desired business outcomes, including innovation. Model impactful community engagement and coach team to contribute to repeatable IP.

**Successful Customer Success Leaders achieve results by**:
1.Creating Clarity, taking time to understand fiscal year (FY) rollover changes, synthesizing the complex to ensure shared understanding, and driving a defined plan of action (including leveraging FY assets) to ensure team success.

2.Generating Energy, creating a culture of customer obsession, technical intensity and personalized learning, coaching the team to tenaciously seek solutions and pursue the right outcomes for the customer & Microsoft

3.Delivering success, role-modelling an environment where everyone feels empowered and accountable to do their best work, Modeling, Coaching & Caring

**Responsibilities**:
**People Management**:

- Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
- Model - Live our culture; Embody our values; Practice our leadership principles.
- Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.
- Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

***Technical Leadership**
- Leverages credibility and expertise to act as executive-level sponsor and leader for highest consuming customers and partner ecosystem to continuously evolve and grow through digital transformation journey. Provides global thought leadership for technical integration and innovation with the area leadership team. Creates culture of community engagement with customers to influence actions and results at senior and executive levels of the organization. Drives executive sponsorship through the partner ecosystem and influences strategy for regional scale.
- Builds and maintains a network with senior technical decision makers (e.g., Chief Information Officer, Chief Technology Officer, Chief Architect, technical fellows) to provide guidance on technology trends and cloud adoption. Leverages deep technical knowledge, technical resources (e.g., Cloud Solution Architects), and peer connections to establish and elevate trusted and influential relationships with customer decision makers (e.g., Chief Executive-level) for large and/or high-impact (e.g., highest consuming) customers to drive customer adoption.
- Advocates to drive customer technical requirements with corporate product and engineering teams. Coaches team to be proactive, agile, and responsible to the voice of the customer. Creates an internal feedback loop to drive broad, global continuous improvement. Creates customer and employee forums for open feedback and collaboration across teams.
- Serves as an industry expert/spokesperson, as appropriate (e.g., industry-specific Operating Units) around key technical and customer success topics to drive recognition for Microsoft solutions and brands by speaking at events, blogging, and encouraging organizational participation. Supports Customer Success Unit (CSU) community-building internally and externally by providing community thought leadership and orchestrating with professional network to promote learning.

***Business Leadership**
- Cultivates an active, global network of partners and Independent Service Providers (ISVs) through orchestration with One Commercial Partner (OCP) in the subregion/area/globally to drive consumption and deliver customer value. Builds on their network and establishes a collaborative, customer-focused relationship with partners to ensure customers are supported by partners. Engages partners in consumption reviews to review progress and pipeline.
- Promotes inclusion and integration of Services business (e.g., Technical Account Management, Digital Advisory, Solutions teams, Delivery) to scale and grow commercial deployments across the Subregion/Area/globally. Facilitates the model and leads comprehensive integration of Services resources to deliver on comprehensive consumption execution model. Ensures capacity and capability within Services.
- Champions consumption for the Area by emphasizing the importance of consumption economics and guiding business leadership conversations. Ensures establishment and d

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