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This leadership position maintains an understanding of customers’ industry and business processes, which may include an industry or vertical focus such as Banking, Healthcare, or Manufacturing; Promotes adoption of technology by helping customers optimize the utilization of products, demonstrating features beyond core functionality, and ensuring Best Practice adoption; and Acts as primary point of contact for the customer in a post-sales production environment, proactively coordinating with any other cross functional team or organization inside of client's company.

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 the customer and partner ecosystem to continuously evolve and grow through digital transformation journey. Provides subregion-level thought leadership for technical integration and innovation with the subregion leadership team. Creates culture of community engagement with customers to influence actions and results at senior levels of the organization.

· 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 for 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.

· 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.

Business Leadership

· Cultivates an active network of partners and Independent Service Providers (ISVs) through orchestration with One Commercial Partner (OCP) in the subregion/area 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. 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 Subregion by emphasizing the importance of consumption economics and guiding business leadership conversations. Ensures establishment and delivery of Customer Success plan by driving collaboration across the subregion/area leadership team (e.g., Services, partners, Customer Success Unit team, Account Team Unit, Solution Team Unit, Engineering), engaging with customers to elicit feedback and agreement (e.g., sign off), and ensuring integration with the broader account plan process.

Business Execution

· Engages with Microsoft and partner resources to ensure awareness and understanding of Customer Success organization and roles at subregion level. Leads internal cadences to ensure coverage of Customer Success Manager (CSM) and Cloud Solution Architect (CSA) resources for customers. Grows account references, advocacy, and loyalty for CSM and CSA practices at subregion/area level. Secures the positioning of the roles toward internal and external stakeholders.

· Drives consumption rigor and discipline by leading inclusive and regular rhythm of business (ROB) processes for a small to mid-size subsidiary to collect performance data, report performance to Area Lead and Strategy Team, and

inform future plans and decisions (e.g., forecasting, anticipated barriers). Leads a coaching rhythm in alignment with Customer Success Manager (CSM) coaching framework, integrated both locally and with Corporate. Coaches leaders in project management to drive business execution.

· Creates culture to drive operational excellence to allow for anticipating blockers by identifying and prioritizing Customer Success Unit (CSU) resources for key projects and empowering others to raise blockers and competitive insights. Escalates to ensure removal of blockers related to the customer business and/or internal processes to deliver technical excellence in Customer Success teams and accelerate customer adoption. Leads subregion-level rhythm of business (ROB) and instills a sense of urgency for strategic agility through other leaders. Identifies patterns in blockers and develops strategies to resolves and prevent them in the future. Assesses and prioritizes technical blockers, and coaches team to enable resolution.

· Drives customer engagement by ensuring implementation of a predictable and scalable customer engagement model across all enterprise accounts (e.g., Strategic, Major) for a small to mid-size subsidiary, leveraging Customer Success Unit (CSU) resources, partners, and Microsoft Services. Drives team of leaders to ensure customers achieve desired business outcomes and optimization of their investment. Leverages industry expertise and the power of One Microsoft to align and drive customer intent with appropriate resource models to accelerate consumption and realize customer value. Ensures the organization expands learning on new adoption frameworks and new platform capabilities that cross both technical and business value conversations. Provides recommendations for potential areas of expansion at the subregion/area level.

People Leadership

· Facilitates integrated resource execution to accelerate consumption. Orchestrates One Microsoft resources pools (e.g., Engineering, Global Black Belts, End Customer Investment Funds, Marketing and Operations) for a small to mid-size subsidiary to ensure seamless hand-offs between internal customer facing organizations. Leverages internal network to work across groups, influence stakeholders, resolve issues, manage risk, and create consistency of execution and a positive experience for the customer.

· Builds and grows healthy teams (e.g., Cloud Solutions Architects, Customer Success Managers) by driving accountability for results across teams, creating a diverse, inclusive, engaging, and motivating environment, managing talent and performance expectations, and collaborating across internal teams

· Builds professional network of technical talent from the market by establishing and leveraging credibility as a technical leader to attract, develop, and retain team of technical resources (e.g., Customer Success Manager [CSM] Managers, Cloud Solution Architect [CSA] Managers, individual contributors) in partnership with Talent Acquisition team.

· Inspires and fosters a culture of customer-centricity, consumption, adoption, and use by driving accountability and collaboration with peers and extended teams to shape the end-to-end customer experience. Encourages and empowers teams to share learnings, calibrate on challenges and trends, and leverage pre-existing resources to promote community sharing across the subsidiary. Coaches team to create and sustain value and trust with customers by respectfully challenging their decisions and/or areas for improvement, explaining cost impacts, project context, business impact, etc., and encouraging them to consider alternative approaches as appropriate.

· Creates a learning culture across EOU (Enterprise Operating Unit) in a small to mid-size subsidiary that feeds technical leadership and business value capabilities (e.g., technical readiness agenda), enables collaboration, and promotes participation and effective use of resources. Ensures creation of learning plans for customers and their communities (e.g., developer communities, Information Technology communities, customer internal business communities) through leadership and execution.

· Enables collaboration within Microsoft by helping Customer Success Manager (CSM) and Cloud Solution Architect (CSA) resources connect to relevant Microsoft stakeholders and build relationships across the organization and subregion/area CSU community. Leads by example by bringing in other functions (e.g., Engineering, Global Black Belt) to act on Customer Success qualified leads or expansion opportunities.

Other · Embody our culture and values

Qualifications

Qualifications

Required/Minimum Qualifications

· Bachelor's Degree in Business Management, Engineering, or related field AND 12+ years professional experience including technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success

o OR Master's Degree in Business Management, Engineering, or related field AND 10+ years professional experience including technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success

o OR equivalent experience.

· 5+ years engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales).

· 3+ years people management/leadership experience.

Additional or Preferred Qualifications

· Bachelor's Degree in Business Management, Engineering, or related field AND 14+ years professional experience including technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success

o OR Master's Degree in Business Management, Engineering, or related field AND 12+ years professional experience including technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success

o OR equivalent experience.

· 5+ years people management/leadership experience.

· 2+ years experience in professional services, customer success, sales, and/or customer service.

· 2+ years complex project management and/or customer account management experience (e.g., leading/orchestrating virtual teams).

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .