Microsoft Senior Director - Customer Success Account Managment 

Germany 

750906159

Required/Minimum Qualifications

• Bachelor's Degree in Engineering, Information Technology, Business, or related field AND proven years solution delivery, practice management, customer-facing consulting, business ownership and portfolio management experience

• OR Master's Degree in Engineering, Information Technology, Business, or related field AND several years solution delivery, practice management, customer-facing consulting, or portfolio management experience
• OR equivalent experience.
• Strong organizational leadership experience, and proven track record of transformation and change management.

Customer Success Strategy

• Leads the adoption of and contributes to corporate and Customer Success strategy, organizational direction, and customer initiatives to align managers and individual contributors. Adapts and lands corporate and Customer Success strategies in order to build alignment with key stakeholder and customer strategies, and drive toward achieving practice goals. Leads strategy development for their practice to inspire, direct, and affirm team and individual actions.
• Create and successfully implement a clear people strategy to support continuous organizational and role development in alignment with the Microsoft customer success and growth strategy. As a result implement a high performing team driven by a strong culture & values.

Customer Relationship Management

• Leads by example in creating and nurturing strategic relationships with key customer stakeholders, targeting the C-Suite, including the Chief Executive Officer, and the Board of Directors (as appropriate), often as part of a steering committee, to ensure delivery value is on track and major issues are being anticipated, identified, and managed. In addition representing Microsoft externally as customer success centric organization in the market, shaping understanding of customer success and value realization.
• Synthesizes insights from their team regarding the business and Information Technology objectives, priorities, and strategies of customers across their practice and more broadly across their practice and the Customer Success business in order to identify wide-spread patterns and develop strategies for the practice. Coaches others to do the same. Communicates current status of portfolio engagements to customer stakeholders on regular cadence. Coaches team to anticipate and capture new customer needs and outcomes identified during customer engagement and acts as a thought leader. Scopes for managed intellectual property (IP), offerings, go to market or compete opportuntities that supports the practice, and provides feedback to corporate on business development opportunities .

Account Planning

• Defines and implements transformational approaches to drive growth goals, opportunities, and industry strategies enabling organizational and business growth in partnership with Sales and account team leadership across solution areas. Owns and achieves the efficiency targets of their practice through the delivery of contracts and customer value, leveraging Value Based Delivery and enhanced offerings, in alignment with compliance policies.

Opportunity and Pursuit Management

• Partners with internal leadership teams (e.g., Account Technology Unit [ATU], Customer Success Unit [CSU], Specialist Team Unit [STU]) to identify, create, and strategize on business growth opportunities. Identifies and implement, in partnership with Sales, the development of new market opportunities aligned with Microsoft strategic priorities; continuously works with the team on expanding engagements with customer to ensure delivering customer value and fast value realization; provides thought leadership on the future direction of the Customer Success strategy and portfolio.

People Management

• Acts as leader and role model within the German area representing customer success and Microsoft culture.
• Leading deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model – Live, shaping and reinforcing 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

Consumption and Delivery Execution

• Implement and continuously improve the adoption and use of appropriate delivery-management methodologies, processes, and tools. Secure effective customer communication, operational health and understanding of customer expectations. Encourages others to develop and/or expand awareness of internal mechanisms to best address global customer and industry needs. Establishes accountabilities to drive customer outcomes with internal stakeholders. Owns and successfully drives their team on mapping and traceability using complex artifacts or indicators (e.g. value realization metrics). Ensures that their team has processes in place to affirm that they will meet customer goals and expectations. Implements strategies and action plans that intentionally and predictably reduce risk, and drive customer value and consumption outcomes. Ensures their team is able to implement expectation management in complex environments (including recovery situations) and is able to take out-of-scope actions to turnaround expectations if necessary. Anticipates, identifies, and mitigates blockers to customer success goals and partners with internal and external leadership stakeholders. Supports and guides during executive escalation management of incidents, including executive communications. Develops widespread initiatives to coach the Area and Practice on common consumption blockers in the industry and implements innovative approaches to address them.
• Sets the strategic direction of solution deliveries across the Customer Success Organization. Guides and mentors others to secure resources with internal leadership to deliver on customer obligations. Provides feedback and improves on delivery methodologies, processes, and tools. Accelerates production level consumption and ensures customer success in driving solution and operational health for Customers across the solution and support lifecycle. Establishes global escalation standards for their Practice and Area and implements escalation management governance processes.

Technical Skilling

• Leads with strong technical background and understanding of technology trends and digital innovation.
• Defines and secures implementation of area skilling plans to build technical expertise (e.g., customer/industry knowledge, product skills) in alignment with business priorities. Leverages development opportunities (e.g., mentorships, role-based resources, training) and drives team technical capabilities by proactively providing development opportunities through coaching and mentorship. Builds and leverages deep partnerships with technical teams (e.g., Customer Success Solution Areas, Fastrack Leadership, Engineering Leadership)