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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
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 full time employees and/or vendor Customer Success Managers(CSM)/Cloud Solution Architects (CSA) that will cover Microsoft customers in territory
Create relationships with customers across assigned regions to fuel retention, growth, renewal advocac
Key responsibilities of theLead include:
Business Value
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
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 virtual 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
Be a credible industry spokesperson on customer success and technology
Be sought out for thought leadership to influence actions/results at senior levels
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
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