Customer Success Leader

Company: Microsoft Corporation
Location: Redmond
Posted on: May 3, 2021

Job Description:

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft's Customer Success team helps Microsoft customers successfully adopt Microsoft Cloud solution and services.

The Worldwide Commercial Business Customer Success team is looking for a Customer Success Leader for our multibillion dollar Internet of Things (IoT) business. Microsoft has an industry leading, comprehensive portfolio for IoT spanning Azure IoT, Windows IoT, Azure Sphere, Developer tools catering to industrialized IoT use cases across several verticals.

This position will lead a team responsible for creating the end-to-end customer success strategy, planning and execution of this important business as well as leading a highly technical team focused on Microsoft IoT solutions. The role will work to develop customer success strategies that increase consumption and accelerate time to value for our 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 teams across Microsoft including Product Engineering, Sales, Marketing, Partners and MCS to ensure the strategy and execution is aligned and amplified across Microsoft and our partner ecosystem. The role will represent the voice of the customer, representing significant technical depth, have a strong partnership with Engineering to remedy and improve these issues going forward as well as create Solution Engineering patterns of success and scale. As a critical leadership position, it should set a high bar for customer empathy and technical acumen for themselves, their team, and the entire set of IoT focused field resources.

Skills & Experience:

• 15-20 years of professional experience including Product of Solution Engineering leadership as a CTO or similar position, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success leadership and strategy.

• Extensive experience in the IoT space working with customers, ISV and Services partners and multiple IoT technologies including Azure IoT, CNCF ecosystem of OSS products relevant for IoT as well as proprietary software. Strong knowledge of market and industry IoT trends including competitive product portfolio in AWS, GCP.

• Strong ability to coach teams and lead through influence.

• Very strong communicator, able to represent Microsoft from a technical perspective market-wise.

• Track record of building strong teams and developing great talent for the company.

• +10 years of experience in Technology with the majority of that knowledge with IoT, Marketplace and Cloud & Edge experience.

• Ability to map the customer's business process to solution capability.

• Strong collaborator across different teams and functions.

• Proven track record of disruptive customer's impact through Customer empathy, great orchestration and proven strategy.

• Ability to influence upper management in both internally and externally.

• Top-notch executive engagement skills with an ability to establish trusted advisor relationships with business decision makers.

• Deep passion for making others successful.

This role is based in US Time zone.

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.

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

Key Responsibilities:

• Grow our IoT consumption business through setting and defining our customer success strategies and go to markets.
• Be a technical advisor to the Area Leadership team, building a strong network with CxOs in Enterprise accounts to guide and council. on technology (including OSS) and industry IoT trends and driving customer requirements with corporate engineering teams.
• Hire, develop, and lead an elite team of customer success professionals focused on Microsoft IoT solutions. As a respected technology and IoT leader, the role will raise the bar for technical depth on the team, including hands on keyboard, core development and architect skills, and other supporting activities to meet the increasing technical requirements of our enterprise customers.
• Develop key methodologies, processes, and assets to execute the strategies, achieve the goals, scale impact and enable a successful experience for our customers, including resource allocation.
• Manage performance of achievement of goals, learn quickly, update plans with urgency to continually making weekly progress on results and impact.
• 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.
• Maintain a strong pulse on market trends, competition and customer feedback, adjusting strategies and plans as required.
• Be the visible, technical leader, to the Microsoft IoT solutions that focus on the driving successful customers and champion cross cloud customer success.
• Create an environment where people bring their best. Diverse. Inclusive. Respectful. One Team. Cross-Microsoft. Cross-Segment.

Keywords: Microsoft Corporation, Redmond , Customer Success Leader, Other , Redmond, Washington