Customer Success Leader
Tel Aviv, Tel Aviv, Israel | Customer Success | Apr 12, 2022


The Customer Success Leader is the most senior Customer Success (CS) resource in each geography or segment, reporting to an Area Vice President or Country leader. The Customer Success Leader is responsible for the overall business performance of their organization, including customer value realization (consumption) across all three clouds, the financial performance of the support business, and overall customer experience. This role is chartered with optimizing the organization’s capabilities aligned with CS business goals and championing consumption, exceptional proactive support delivery & operational excellence within their organization. This role is further chartered with ensuring that the necessary capabilities exist within their organization (technical intensity) and for creating and sustaining a culture of customer centricity, technical intensity, innovation, and a growth mindset anchored in Microsoft values.

We are hiring a senior leader to serve as Customer Success Leader within a geography to steer the Customer Success team, build presence in the market and inspire large scale customer impact through driving the largest MACC and customer engagement thought leadership. The Customer Success Leader will be a passionate, forward-thinking, hands-on leader with exceptional skills in developing and leading a highly technical team focused on Microsoft Cloud Solutions and customer support experience. This person will be very active in day-to-day coaching of his/her team, leading by example, ensuring that the organizations capabilities are aligned with Customer Success priorities and business goals, championing the success adoption of Microsoft cloud solutions, and driving an exceptional customer support experience through proactive service delivery and compliant operational excellence within their organization.



Responsibilities

Technical Leadership:  Be the thought leader and advisor for technical integration and innovation with the Area leadership team. Build presence in the market and inspire large scale customer impact through driving the largest MACC deals and customer engagement thought leadership. Maintain a strong and active network with CxOs to guide/council on technology trends and cloud adoption.  Be a strong voice/advocate to drive customer requirements with corporate product and engineering teams.  Be a credible technical leader to both coach teams and guide enterprise customers for larger impact and more sustainable cloud solutions.

Business Leadership:  Be the cloud-consumption leader in the field for your Area, owning the business performance and results across the cloud solution areas and customer experience, ensuring both intra and inter seamless organizational orchestration for delivery excellence on consumption, financials, scorecard and customer satisfaction targets. Be a vocal leader and customer champion in your Area with both local and corporate leadership teams to elevate cloud adoption issues, the customer support experience and accelerate resolution. Collaborate across organizational leadership teams to establish targeted customer executive relationships that promote Microsoft's business objectives in the Area.

 Business Execution:  Own and drive the adoption and consumption of cloud services and proactive support offerings through discipline in the Area ROC processes, identifying/prioritizing CS resources to key projects, escalating top blockers and sponsoring systemic improvements to the customer support experience. Ensure a predictable, repeatable, and scalable customer engagement model is implemented across all enterprise (Strategic and Major) accounts or customer segment, leveraging CS resources, partners, and Microsoft Consulting Services. Deliver on financial commitments by managing the budget for your business and delivering on quarterly financial accountabilities and support contract obligations.

People Leadership:  Build and grow healthy teams through talent mgmt., diversity and inclusion, coaching, and career development. Be a respected technology leader with the ability to attract, retain, and develop elite talent in the field and nurture technical leaders. Lead with coaching and build coaching culture at all levels and rhythms. Inspire and foster a culture of customer-centricity and consumption, adoption and use through collaboration with peers and extended teams.



Qualifications

Experiences Required: Education, Key Experiences, Skills and Knowledge:

•15-20 years of professional experience including technology leadership, customer support delivery, product strategy, business leadership, sales, or directly within Customer Success field leadership
•Extensive people leadership experience; inspiring and fostering a culture of customer centricity, attracting, developing, and retaining deep technical resources, business and project management resources
•Strong management, communication, execution skills; track record of owning a business area and exceeding results, establishing a strong voice to drive transformational change across the organization 
•Extensive experience managing complex, project-based resources, dealing with ambiguous situations with can-do attitude across enterprise customers
•Experience running a disciplined, weekly customer and business review process with cross-functional teams, identifying and prioritizing blockers, and driving resolution through corporate product and engineering teams.
•Established track record as technical advisor on an Area Leadership team, building a strong network with CxOs in Enterprise accounts to guide and council on technology trends and cloud adoption, and driving customer requirements with corporate engineering teams.
•Bachelor’s Degree, or equivalent experience required, Master's Degree/MBA preferred · Global experience preferred.

 

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. 

 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.




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