Customer Success Unit Leader at Microsoft

Sepang, Selangor, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

20 Feb, 26

Salary

0.0

Posted On

22 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Strategic Leadership, Operational Excellence, Team Leadership, People Management, Change Management, Collaboration, Coaching, Technical Development, Forecasting, Stakeholder Engagement, Community Involvement, Business Analysis, Technology Adoption, Partner Engagement, Risk Management

Industry

Software Development

Description

Strategic Leadership Serve as the executive-level orchestrator for customer success. Influence C-suite decisions to accelerate adoption and value realization. Customer Success Planning Develop success plans and customer journey maps aligned with Enterprise priorities. Ensure global standards and subsidiary execution consistency. * Partner Ecosystem Engagement Leverage partner networks to deliver integrated solutions. Collaborate with One Commercial Partner for joint success motions. Operational Excellence Drive Rhythm of Business (ROB) processes for CSU. Ensure forecasting accuracy and operational efficiency. Team Leadership Coach and manage Customer Success professionals. Foster a culture of accountability and growth. People Management Managers deliver success through empowerment and accountability by modeling, coaching, and caring. Model - Live 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. Guides building and/or expansion of stakeholder map, as needed. Provides data-driven recommendations in defining success measures and promotes long-term customer success strategy with team. Facilitates cross-team and business unit collaboration (e.g., with Engineering, Partners, Cloud Solution Architects) to accelerate business value realization and ensure progress reporting. Facilitates team connections with technical and sales experts to drive business value realization. Manages teamwork with business development managers (BDMs) and key stakeholders to execute actions outlined in the Customer Success Plan. Ensures teams are using change management principles to be able to drive change management effectively. Ensures accountability for resolving consumption blockers by galvanizing resources and solutions, as required. Provides insight to de-escalate risks in customer compete scenarios. Collaborates with internal teams (e.g., One Commercial Partner) to develop more strategic and updated offerings that support plays. Guides and coaches team in leveraging partner network for influence. Motivates teams and provides expert guidance to engage with the customer to drive all intent, use cases, and business value scenarios, through envisioning as appropriate. Offers expert guidance to teams to prioritize and leverage top key performance indicators (KPIs) to drive prioritization of high-impact business outcomes. Proactively engages other managers to improve collaboration across solution areas to develop holistic plans aligned to customer consumption priorities. Serves as a sought-after resource and trusted advisor for customer. Coaches teams to actively listen to and respectfully challenge customers when appropriate on their decisions and/or areas where they could drive more value from solutions purchased. Coaches teams to secure executive sponsorship and build on network and industry experience to connect customers/partners with ideas, people, and resources that help orchestrate alignment. Other Executive Influence & Strategic Thinking Customer Success Orchestration Partner Engagement & Ecosystem Management Operational Discipline & Forecasting Leadership & Talent Development Brings in advocates to showcase high-impact successes as references (e.g., large customers, high profile). Creates a culture of advocacy within teams to champion advocacy internally and represent the industry externally. Empowers teams to establish trusted-advisor status by building trust with the customer/partner and drives and builds trust with executive and senior customers/partners. Community Involvement Empowers and coaches teams to develop strategy for building, maintaining, and leveraging customer and partner networks, initiating and developing new communities/events as needed (e.g., leads executive roundtable, develops user groups, holds industry events) to drive partner enablement and scale. Actively participates as a leader in the global community by contributing to the broader industry through blogs, whitepapers, events, articles, etc. Shadows and is shadowed by Customer Success Managers (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 Proactively provides mentorship and coaching to team members and leaders by sharing expertise to drive team, subsidiary, and regional capabilities. Enables and empowers team to utilize and optimize development opportunities (e.g., mentorships, role-based resources, training participation, internal events such as Ready, Ignite) and leverage network to build technical capability. Fosters a culture of professional development to drive continuous learning of Customer Success discipline expertise, including product and required technical skills. Works across teams and organizational units to ensure and champion continuous updates of business process knowledge in relevant industries, as well as functional knowledge of workload. 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, change management, line-of-business leadership) 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, change management, line-of-business leadership) OR equivalent experience. 4+ years people management experience. Bachelor's Degree in Business, Engineering, Technology, or related field AND 12+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management, line-of-business leadership) OR Master's Degree in Business, Engineering, Technology, or related field AND 10+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management, line-of-business leadership) 2+ years experience managing people managers. 4+ years experience in change management and/or technology adoption.

Responsibilities

The Customer Success Unit Leader will serve as the executive-level orchestrator for customer success, influencing C-suite decisions to accelerate adoption and value realization. They will also coach and manage Customer Success professionals while fostering a culture of accountability and growth.