Proactively aligns with internal teams on customers' business priorities. Collects external information on customer business, needs, strategy, competition, and industry to support customer success and position the organization to deliver solutions that satisfy customer and market needs. Applies understanding of the competitive landscape and industry trends by drawing connections. Seeks to understand customer's business lines, business processes, business outcomes, future needs, key personas, digital transformation priorities, and outlook by meeting with and leading conversations with customer stakeholders and business decision makers (e.g., Chief Experience Officers, Chief Marketing Officers, Chief Revenue Officers, Chief Commercial Officers). Expands and strengthens the relationships with business decision makers (BDMs)/line of business (LOB) stakeholders to open doors for more opportunities across Solution Areas. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Works with customer to build and/or expand stakeholder map.
Qualifications
Qualifications
Required/Minimum Qualifications
· Bachelor's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management)
o OR Master's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management)
o OR equivalent experience.
Additional or Preferred Qualifications
· Bachelor's Degree in Business, Engineering, Technology, or related field AND 8+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management)
o OR Master's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management)
o OR equivalent experience.
· 3+ years experience in change management and/or technology adoption.
Responsibilities
Responsibilities
Driving Business Value Realization
· Using a data-driven approach, guides customers on measuring adoption activities against Key Performance Indiciators (KPIs), as appropriate, leveraging Microsoft value maps and aligning customer needs with tools and processes. Drives innovation in customer success plans to optimize customer value and stay aligned with strategic vision. Optimizes value realization by engaging other resources (e.g., Engineering, Partners, Cloud Solution Architects) and ensuring progress reporting. Galvanizes technical and sales experts to develop customer-
specific roadmaps to drive further business value realization. Drives the cultivation of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers.
Driving Consumption
· Works with business development managers (BDMs), information technology decision makers (ITDMs), and key stakeholders to execute actions outlined in the Customer Success Plan. Guides customer in managing change initiatives by applying knowledge of change management principles, influencing decision makers to implement and scale change, and identifying and communicating alignment between customer culture and digital transformation. Drives awareness of the importance of change management in partnership with customer to drive consumption. Takes accountability for resolving consumption blockers by galvanizing resources and solutions, as required. Creates plan for next best action, and routes for removal by the appropriate party. Works with the broader Customer Success Unit (CSU) community to build on curating knowledge and helping build future guidance for other customers.
Guiding Customer Success Strategy
· Acts as a strategic partner to executive-level business and technical decision makers (e.g., Director level, Vice President) to support customers in defining and realizing their digital and business transformational targets. Leverages customer success engagement frameworks to guide customer success strategy, create a customer journey map, and produce customer success plan (e.g., dynamic journey to success). Provides feedback to Microsoft on customer development needs.
Partner Engagement
· Proactively builds and/or leverages relationships with relevant partners to develop partner network and support business outcomes. Collaborates with senior partners (e.g., Chief Experience Officers [CxOs]) to leverage strategic and updated offerings when running plays. Engages internal stakeholders and the customer to remove blockers for partners' success in the account. Recommends partnerships with high strategic value and cultivates their support. Develops and lands cross-solution consumption motions with partners.
Cross-Team Collaboration
· Leads and contributes to internal teams across functions to inform programmatic improvements to internal account strategy, such as developing business outcomes and enabling the execution of customer success through One
Microsoft. Identifies and integrates key stakeholders in other solution areas to do joint solution identification to increase relevance, support execution, and drive customer business value.
Operational and Execution Excellence
· Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline (e.g., customer relationship management systems), engagements, and blockers by leveraging key tools, programs, and insights (e.g., End Customer Investment Funds [ECIFs], Consumption and Renewal Review). Establishes and maintains governance processes. Leads solution area-specific rhythm of business (ROB) and reports on overall health across territories within the organization unit (OU), interpreting and providing data-driven insights focused on the business unit. Maintains engagement and pipeline hygiene. Contributes thought leadership to ensure the team is effectively executing against operational excellence. Provides regular updates to account and regional stakeholders on customers' transformation initiatives.
Customer Trust and Advocacy
· Acts as the voice of the customer (VOC) and partner by driving new feedback, blockers, insights, resources, etc., across territories so they can be added and prioritized. Represents the customer to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Identifies gaps and takes ownership in driving action based on targeted feedback and advocating on the customer's behalf to drive resolution. Brings in advocates to showcase high-impact successes as references (e.g., large customers, high profile). Drives efforts to establish trusted advisor status by building trust with the customer/partner. Establishes and drives executive sponsorship within customer/partner organizations and in Microsoft to support customer's success and digital transformation journey.
Community Involvement
· Actively contributes as a leader or moderator in relevant internal and external communities. Identifies trends across customers and customer audiences and connects them to relevant communities and programs (e.g., user groups, success factories) to drive customer success, initiating and developing new communities/events (e.g., leads executive roundtable, develops user groups, holds industry events) to drive partner enablement and scale, as needed. Shadows and is shadowed by Customer Success Manager (CSMs) on new workshops. Collaborates in iterating engagement frameworks, new initiatives,
programs, and workshops. Champions programs and represents their region in regional and global virtual teams to progress execution and impact. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization.
Technical Development
· Deepens competitive and strategic expertise via conversations with customers and community involvement. Leverages development opportunities (e.g., mentorships, role-based resources, trainings, and internal events such as Ready, Ignite) to learn new technologies or services. Proactively provides development opportunities through mentorship and coaching to team members by sharing expertise to drive team technical capabilities. Shares customer success industry expertise with the broader community. Influences and helps build the curriculum for technical development for the solution area. Leverages deep partnerships with technical teams (e.g., Cloud Solutions Architects, Fastrack, Engineering) to increase Customer Success discipline expertise, including product and required technical skills. Continuously updates business process knowledge in relevant industries, as well as functional knowledge of workload.
Specialty Responsibility
· Actively engages with the customer to drive all intent, use cases, and business value scenarios, through envisioning as appropriate. Maps modules, offerings, or workloads purchased by the customer to business objectives and use cases. Prioritizes and leverages top key performance indicators (KPIs) to drive prioritization of high-impact business outcomes and helps the customer build evidence of business value in the customer environment. Serves as a sought-after resource and trusted advisor for the customer on decisions affecting their ability to drive more value from solutions purchased, repectfully challenging the customer when appropriate. Builds on network and industry experience to connect customers/partners with ideas, people, and resources that help orchestrate alignment. Works with Account Team to identify and include all decision makers needed to identify value scenarios and validate customer business objectives.*
