Full Job Description
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of the Microsoft cloud solutions and services. To help drive this effort, Microsoft has invested in the creation of a Customer Success team (CSU) that plays a key role in helping Microsoft customers achieve this digital transformation through successful adoption of Microsoft Cloud solutions. CSU is the champion of customer success by ensuring our customers are successfully utilizing and consuming the Microsoft 3 clouds; CSU learns from our customers and drives customer feedback into engineering to ensure that we are building a world-class platform and end-to-end experience for our customers.
The Modern Work Customer Success HQ team drives business strategy for usage of Microsoft 365 workloads and help our customers realize business value from their investments, by supporting the Customer Success field teams with programmatic and scalable assets.
We are looking for an experienced Director of Customer to drive Microsoft Teams around calling and meeting scenarios, responsible for architecting usage and consumption, by aligning and refining motions for Teams adoption and acceleration.
Design the Microsoft Teams calling and meetings usage and consumption acceleration strategy for CSU in alignment with Marketing and Engineering groups:
Partner with key Customer Success roles and the M365 Marketing Business Group to design consumption programs, offers and incentive contests that drive Microsoft Teams, including specific workloads, accelerators, active usage and scorecard attainment
Lead usage and consumption strategies and execution motions focused on calling, meetings, and devices
Lead and influence cross-org interactions to receive feedback, provide input, and collaborate on key work streams to analyze and tune consumption strategy
Validate and adjust strategy leveraging key Microsoft milestones (Monthly Business Reviews, SCRUM, QBC, SLT, etc.)
Contribute to the development of assets for key strategic communication processes including monthly Senior Leadership Team update
Lead the compete motions against competitors like Zoom
Drive Business Scorecard Metrics:
Align with Marketing Business Group to define key success metrics supporting business priorities
Support the WW consumption teams, CSU leadership to enable a green metric
Review A14 feedback during business update synchs and work together with the Initiative Leads, Field Enablement, operation teams and with areas to course correct and/or address their issues.
Act as BG Liaison:
Develop strong x-org relationships and ROB to influence engineering and product marketing decisions on behalf of the WW Customer Success Organization.
Participate and enable discussions for CSU Modern Workplace and Office Marketing Business Group Connection meetings
Own and lead discussion with the Marketing BG during regular ROB. Responsibilities include: Carrying the voice of the field, providing updates on key blockers, offer results and field execution status, sharing Field feedback on execution, marketing programs, content and roadmaps
Lead as SME for strategic workloads and accelerators:
Support Field Enablement & Execution Teams on execution and readiness plans leveraging, as an SME
Support as a SME the consumption execution team in landing the FY Next planning and in developing field programs
Support Customer and Field Engagements:
Deliver EBCs and/or customer visits per team goals to support consumption and strengthen customer perspective
Perform field visits per team goals to support consumption, evaluate model performance and strengthen customer perspective
Minimum of 10 years of experience in marketing, sales or consulting in the enterprise segment, familiar with the needs of large customers
Deep understanding of calling and meetings scenarios, either with Microsoft technologies (e.g., Skype for Business) or with direct competitors (e.g., Webex, Zoom)
Deep experience on enabling consumption and driving calling/meetings workloads with customers
Strong analytical skills, able to distill key insights from incomplete data
Strong, confident executive communication (written and oral)
Ability to influence without authority
Strategic thinker combined with strong ability to execute x-org and drive for results in ambiguous environment
Versatile with proven ability to be adaptable in rapidly evolving business/org situations
Effectively manage budgets and utilize vendor resources
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.