Role Purpose
Lead the Customer Success Unit (CSU) strategy for the subsidiary, ensuring customers realize business outcomes through Microsoft Cloud solutions. This role drives customer success at scale, orchestrates internal and partner resources, and fosters operational excellence.
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Key Responsibilities
• 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.
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Core Competencies
• Executive Influence & Strategic Thinking
• Customer Success Orchestration
• Partner Engagement & Ecosystem Management
• Operational Discipline & Forecasting
• Leadership & Talent Development
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Impact Indicators
• Exceptional Impact: Influences strategic decisions at C-suite level; drives measurable business outcomes.
• Significant Impact: Ensures operational consistency and partner alignment across markets.
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KPIs
• Customer Satisfaction & Net Promoter Score (NPS)
• Consumption Growth across Microsoft Cloud
• Partner-led Success Motions
• Forecast Accuracy & ROB Compliance
• Employee Engagement & Development Metrics