The Microsoft Business Applications is one of the most innovative and exciting businesses at Microsoft today and holds huge potential for enabling our customers achieve their digital transformation goals. The Microsoft Customer Success Team is looking for a senior, experienced leader to drive the customer success strategy, planning and execution for usage of our Customer Data Platform offerings. This role will work to develop customer success strategies that increase usage and adoption of our Insights products within our Enterprise customers. It will work directly with the Microsoft field on landing these strategies to ensure they are enabled and ready to execute on making our customers successful. The role will work directly with multiple team across Microsoft including Engineering, Sales, Marketing, Partners and Services to ensure the strategy and execution of Customer Insights usage is aligned and amplified across Microsoft and our partner ecosystem. The role will represent the voice of the customer in challenges relating to using Business Applications product post-sales and have a strong partnership with Engineering to remedy and improve these issues going forward. The role will be required to balance deep functional expertise and change and adoption management, while maintaining a level of technical depth in order to create the best possible strategies for making our customers successful with our Customer Data Platform offerings.
We are looking for a passionate, forward-thinking, results-oriented individual contributor with exceptional operational discipline. The successful candidate with demonstrate a growth mindset and embracing ongoing learning to continually improve. This individual will be a leader by example of the Microsoft Leadership principles, generating energy, creating clarity and delivering success. The role focuses primarily on excellence in execution and customer experience.
10+ years of experience in business strategy, consultative selling, customer success management or go-to-market strategy. Experience with managing senior stakeholders with worldwide responsibilities.
Understand the business transformation, and how our Customer Data Platform offerings can enable this, including at the technical level
Proven ability to work and collaborate with a wide range of business stakeholders to achieve results and impact
Ability to Influence key executives and stakeholders across the organization, not limited to Industry, engineering, product, partner and services teams
Creative problem solver with the ability to align various stakeholders on common goal for customers
Ability to identify key insights by industry and leverage those to impact the way Microsoft works, enables the field, and goes to market.
Presentation skills with a high degree of comfort with both large and small audiences (Senior Executives, IT management, etc.)
The Consumption Architect role is worldwide role that has a direct impact on making our customers successful with our Customer Data Platform offerings. The individual will be responsible for:
Formulate the end to end customer success strategy to ensure our customers achieve their business outcomes with Customer Data Platform offerings and we achieve our Customer Insights usage goals
Develop key methodologies, processes and assets to execute the strategies, achieve the goals, scale impact and enable a strong experience for our customers
Own planning for the Field model for optimizing resources against key strategies, including goals, metrics, responsibilities and customer motions for success
Champion the Customer Data Platform across clouds and spearhead other cross cloud usage initiatives
Use data, analytics and insight working closely with the Customer Success data science team to run the business in new ways, create new insights and drive increase usage performance
Manage performance of achievement of goals, learn quickly, update plans with urgency to continually making weekly progress on results and impact
Maintain a strong pulse on market trends, competition and customer feedback, adjusting strategies and plans as required
Be the visible leader of the community of CSMs that focus on the driving the Customer Data Platform and champion cross cloud customer success
Collaborating closely with groups across Microsoft, develop and execute strategies to scale usage and adoption, change management
Impact the strategic direction of Customer Data Platform engineering by gathering global feedback and help prioritize and land feedback from the Field and customer teams
Be a strong team player through cross team collaboration within CSU and other Microsoft teams and drive a sense of urgency for usage within the organization
Represent a high bar of functional and technical readiness on the Customer Data Platform technologies