We are looking to hire a Senior Leader as Customer Success Lead within South Africa, to steer the Customer Success team and be at the forefront of our customers’ digital transformation.The Customer Success Lead will:Play a key role in helping our customers achieve digital transformationGuide 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, Business Applications, and Modern WorkplaceEnable customers to realize value from their investments, and create passionate advocatesBe key part of the regional customer-facing sales leadership; use knowledge to grow salesDirectly manage full time employees and/or vendor Customer Success Managers(CSM)/Cloud Solution Architects (CSA) that will cover Microsoft customers in territoryCreate relationships with customers across assigned regions to fuel retention, growth, renewal advocactResponsibilities:We are looking for a passionate, forward-thinking, hands-on leader with exceptional operational discipline. This person will be very active inday-to-day coaching of his/her team, leading by example, ensuring that the team drive successful engagements that enable CustomerSuccess.Key responsibilities of the Customer Success Lead include:Business ValueEngage BDMs/ITDMs to ensure business value is obtained and new value opportunities are identifiedEvangelize Microsoft cloud roadmapHelp customers optimize their investmentEnsure customers achieve desired consumption/adoption targets by establishing intent and driving adoption; partner with other functionsBuild strategy, targets, and processCustomer AdvocateFoster culture of customer-centricity, accountability, and collaboration.Build strong client relationshipsCultivate strong/active network of partners to drive consumption, deliver customer valueEnsure customers are supported by partners by establishing a collaborative, customer-first relationship with partnersEngage with appropriate Microsoft or Partner resources to ensure awareness and understanding of Customer Success organization and rolesAdvance customer interests by shaping the end-to-end customer experienceLead virtual team to be proactive, agile and responsive to “Voice of Customer”Grow account references, advocacy and loyalty for CSM/CSA practicesTechnical LeaderBe a credible and trusted advisor to customers on their technology and business needsRemove blockers via escalation, scoping, feedback and coachingExhibit sound judgmentDeliver high standards of technical excellenceBe a credible industry spokesperson on customer success and technologyBe sought out for thought leadership to influence actions/results at senior levelsSuccess ManagerCustomer Success discipline and accountabilityEnsure data collectionRun regular ROB process, collect performance data and report performance to Global CSM/CSA Lead and Strategy TeamEnsure CSMs/CSAs collaboration to deliver customer success planConsistent coaching rhythm in place, following Customer Success Manager coaching frameworkEngage regularly with customers for feedback on CSM/CSA roleEnsure execution of pipeline management, issue escalation, forecasting, and CS plansOrchestratorDrive integrated customer planning to ensure seamless hand-offs between internal customer facing organizationsEnable collaboration within MicrosoftLead by example by bringing in other functions to act on Customer Success qualified leads or expansion opportunitiesHelp Customer Success Managers & Cloud Solution Architect resources connect to relevant Microsoft stakeholders and build relationships across the enterpriseLeverage knowledge of Microsoft to work across groups, influence stakeholders, resolve issues, and manage riskQualifications:Proven people management experience.background in engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales).Master's Degree in Business Management, Engineering, or related field AND experience in technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly withinCustomer Success OR Bachelor's Degree in Business Management, Engineering, or related field AND experience in technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success OR equivalent experience.Additional or preferred qualificationsExperience in complex project management and/or customer account management (e.g., leading/orchestrating virtual teams).Experience in professional services, customer success, sales, and/or customer service.People management experience.Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
