Customer Success Lead
2 weeks ago
With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.
Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Customer Success Leader for Saudi is the most senior Customer Success (CS) resource in each geography or segment, reporting to Country leader.
The Customer Success Leader is responsible for the overall business performance of the Customer Success organization.This role is chartered with optimizing the organization's capabilities aligned with CS business goals and championing consumption, exceptional proactive support delivery, and operational excellence within their organization.
This role is further chartered with ensuring that the necessary capabilities exist within the organization while 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 Saudi to steer the Customer Success team, build presence in the market and inspire large scale customer impact through customer engagement and 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.
Microsoft's mission is to empower every person and every organization on the planet to achieve more.As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals.
Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
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 executivelevel 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 Executivelevel) for large and/or highimpact (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., industryspecific 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) communitybuilding internally and externally by providing community thought leadership and orchestrating with professional network to promote learning.
Business Execution
- Engages with Microsoft and partner resources to ensure awareness and understanding of Customer Succe
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