QualificationsChange managementTechnical salesNegotiationSharePointLeadershipBachelor’s degreeMaster’s degree
Anticipates trends by analyzing information on customer business, needs, strategy, competition, and industry to support customer success, challenge the customer when necessary, and position the organization to deliver solutions that satisfy customer and market needs. Anticipates competitive landscape and industry trends and leverages deep understanding of customer’s future needs, outlook, and outcomes to drive strategy and value realization. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams), are acted upon, and resolved. Aligns with internal teams.
Business Value Communication
Creates long-term strategic vision of business value and emphasizes competitive advantage of solutions for complex customer organization. Provides evidence of business value in the customer environment and connection to customer needs through demonstrations, storytelling, etc. Serves as a sought-after resource and trusted advisor based on deep knowledge of product capability and scenarios, industry, competitive, and/or customer expertise.
Business Value Realization
Provides guidance to customers in defining and measuring key performance indicators (KPIs) based on industry benchmarks, as appropriate, leveraging Microsoft value maps and aligning customer needs with tools and processes. Drives best practices and innovation in delivery of customer success plans to optimize customer value across accounts. Leverages understanding of strategic intent and business outcomes to facilitate discussions around KPIs. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting.
Guiding Customer Strategy
Influences long-term customer strategy and growth for Microsoft by cultivating customer preference for Microsoft programs/solutions that drive impact for the customer, establishing Microsoft as a leader through new reference cases, and providing thought leadership. Provides feedback to Microsoft on customer development needs. Resolves blockers to guide customer strategy as needed. Shares learnings and best practices to scale resolution of blockers in the global community. Acts as a strategic partner to executive-level business and technical decision makers (e.g., Chief Excutive-level). Drives action and influences decision makers to accelerate the customer. Challenges customer on their course of action and elicits action to accelerate time to value.
Leverages internal and external partner network to create influence and connect the partners’ ecosystem and/or Services to deliver business outcomes. Collaborates with senior partners (e.g., Chief Experience Officers [CxOs]) to leverage strategic and updated offerings for plays. Recommends partnerships with high strategic value and cultivates their support.
Leads and optimizes dynamic, cross-functional internal and customer teams to drive business outcomes and enable execution of customer success through One Microsoft, and inform programmatic improvements. Identifies and integrates key stakeholders to support execution. Shares best practices and leads global Customer Success Manager community.
Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline (e.g., customer relationship management systems), engagements, and blockers through leveraging key tools, programs, and insights (e.g., End Customer Investment Funds [ECIF], Consumption and Renewal Review). Establishes and maintains governance processes. Leads rhythm of business (ROB), reports on overall health across territories within the Operating Unit (OU), interpreting and providing data-based insights focused on the business unit. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization.
Oversees execution and assessment of the delivery of highly complex success engagements that drive customer objectives, outcomes, success, and help realize digital transformation across customers, engaging other resources as necessary. Develops and drives best practices to optimize execution across customers. Drives for resolutions and enables customer to resolve difficult roadblocks. Contributes best practices and patterns to solve complex blockers.
Drives long-term customer change strategy and enables long-term change management by applying deep knowledge of change management principles, developing and maintaining strategic alliance at the executive level to enable long-term change, and driving vision and alignment between customer culture and digital transformation. Guides execution by assisting customers in identifying resources, adoption partners, and key success factors to ensure customer is equipped to manage change. Leverages tools to accelerate customer time to value. Drives awareness of importance of change management, in partnership with customer and coaches the customer in creating, developing, and/or implementing enterprise-wide change management program.
Acts as the voice of the customer and Partner by championing feedback around technical capabilities, blockers, and insights and driving the resolution of existing items, leveraging relevant tools (e.g., OneList). Represents the customer to internal teams (e.g., Engineering) to shape strategy by providing insights across territories. Uses broad patterns of targeted feedback to develop strategic and actionable insights and presents a compelling business case to program managers that influences product roadmaps and decision making. Brings in advocates to showcase high-impact success as references (e.g., large customers, high profile).
Actively contributes as a leader in the global community by contributing to the broader industry through blogs, whitepapers, events, articles, Public Relations (PR), etc. Collaborates 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.
Technical Capability Building
Proactively provides development opportunities through mentorship and coaching to team members and leaders by sharing deep discipline expertise to drive team, subsidiary and regional technical capabilities. Shares customer success industry expertise with the broader community, shadows key technical leaders (e.g., Corporate Vice President, executive stakeholders), and leverages established network of technical resources to increase Customer Success discipline expertise, including technical and product skills. Engages with customers to deepen competitive and strategic expertise and articulates competitive depth with executives.
Embody our culture and values
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, customer change management)
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, customer change management)
OR equivalent experience.
Additional or Preferred Qualifications
Bachelor’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, customer change management)
OR Master’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, customer change management)
OR equivalent experience.
4+ years experience in change management and/or technology adoption.
Change Management Certification (e.g., Prosci).
Knowledge, Skills, Abilities
Internal Use Only: Culture and Values
Learn more about Microsoft’s Culture: Culture – Home (sharepoint.com)
Learn more about Microsoft Values: Values – Home (sharepoint.com)
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.