Cloud & AI Platform Customer Success Leader- CTJ- Top Secret

Microsoft•Reston, VA

2d•Onsite

About The Position

We are seeking a highly experienced leader to lead our US Federal Customer Success Unit (CSU) Cloud and AI Platforms business. This role will drive business and technical leadership across an organization of Cloud & AI Platform Cloud Solution Architects (CSAs) serving the US Federal Government. Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Requirements

Master's Degree in Business Management, Engineering, or related field AND 12+ years experience in technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success OR Bachelor's Degree in Business Management, Engineering, or related field AND 14+ years experience in technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success OR equivalent experience.
8+ years engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales).
5+ years people management experience.
Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role.
The successful candidate must have an Active U.S. Government Top Secret Security Clearance .
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
This position requires successful verification of the stated security clearance to meet federal government customer requirements.
You will be asked to provide clearance verification information prior to an offer of employment.
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
This position requires verification of U.S citizenship due to citizenship-based legal restrictions.
Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law.
To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Nice To Haves

Master's Degree in Business Management, Engineering, or related field AND 14+ years experience in technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success OR Bachelor's Degree in Business Management, Engineering, or related field AND 16+ years experience in technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success OR equivalent experience.
7+ years people management experience.
4+ years experience in professional services, customer success, sales, and/or customer service.
4+ years experience in complex project management and/or customer account management (e.g., leading/orchestrating virtual teams).
Federal cloud compete and positioning experience
Customer Success Unit Management

Responsibilities

Provides strategic leadership on value-based delivery of well-architected (e.g., secure, resilient, artificial intelligence [AI]-enabled) solutions to grow Azure consumption across the Federal landscape by emphasizing the importance of adoption economics and delivering true customer value.
Provides leadership to define the execution plan to connect sales planning and execution through delivery planning and execution, aligned with customer and business priorities to achieve consumption and usage targets, ensuring robust security oversight.
Drives collaboration across the US Federal team in delivering Customer Success for our customers, with the help of the broader team (e.g., Services, partners, CSU team, Account Team Unit, Solution Team Unit, Engineering), engaging with customers to elicit feedback and agreement, and ensuring integration with the broader account plan process.
Cultivates an active, global network of partners through orchestration with Global Partner Solutions (GPS) to drive consumption, usage, and deliver customer value.
Shares a vision to guide orchestration across Solution Areas and stakeholders (e.g., Specialist Team Unit [STU], Customer Success Unit [CSU], Account Team Unit [ATU], Global Partner Solutions [GPS] within the US Federal org) to drive usage and consumption outcomes.
Ensures business financial performance realization across the Federal business through an emphasis on operational excellence and rigor (e.g., pipeline management, execution, ownership of customer journey).
Facilitates the model and leads comprehensive integration of Services resources to deliver on comprehensive consumption execution model.
Advocates to drive customer technical requirements with corporate product and engineering teams.
Creates an internal feedback loop to drive broad, systemic continuous improvement for customers across Microsoft (e.g., security, product support).
Builds and maintains a network with senior technical decision makers (e.g., Chief Information Officer [CIO], Chief Information Security Officer [CISO], Chief Technology Officer, Chief Architect, technical fellows) to provide technical and operational guidance on technology trends, bridge understanding of identity, security, compliance, operational and risk requirements and influence decision making across relevant teams (e.g., CIO, CISO), and accelerate continuous cloud adoption at scale.
Leverages deep technical knowledge, technical team members, and peer connections to establish and elevate trusted and influential relationships with customer decision makers (e.g., Chief Executive-level) for large and/or high-impact customers to drive customer adoption in mission critical areas.
Leverages credibility and expertise to act as executive-level technical sponsor and leader for customers and partner ecosystem to continuously evolve and grow through the digital transformation journey (e.g., increase usage/consumption to drive customer expansion, upsell and renewal recapture rates).
Supports Customer Success Unit (CSU) community-building internally and externally by providing community thought leadership and orchestrating with professional network to promote learning.
Creates culture to drive operational and pipeline excellence, with particular focus on the key performance indicators (KPIs) covering operating model metrics (e.g., growth, velocity, efficiency, resource allocation) to ensure consistent execution against strategy.
Escalates to ensure removal of blockers related to the customer business and/or internal processes to deliver technical and operational excellence in Customer Success teams and accelerate customer adoption.
Leads area-level/global-level rhythm of business (ROB) and instills a sense of urgency for strategic agility through other leaders.
Identifies widespread or global patterns in blockers and develops strategies to resolve and prevent them in the future.
Assesses and prioritizes high-impact technical blockers, and coaches team to enable resolution.
Drives consumption and usage rigor and discipline by developing and leading inclusive and regular rhythm of business (ROB) processes for the broader US Federal team.
Drives customer engagement by ensuring implementation and growth of a predictable and scalable customer engagement model across all enterprise accounts (e.g., Strategic, Major) for the business, leveraging the Customer Success Unit (CSU) team, partners, and Microsoft Services.
Leaders a large team of leaders to ensure customers achieve desired business outcomes and optimization of their investment with Microsoft.
Ensures the organization expands learning on new adoption frameworks and new platform capabilities that cross both technical and business value conversations, including security and resiliency.
Ensures the team identifies the right partners to delivery and execute on customer vision.
Delivers people management success through modeling, coaching, and caring.
Invests in the growth of others.
Promotes intentional talent management strategy and champions a culture of customer-centricity, accountability, collaboration, and achieving big bold goals.
Defines long-term strategies aimed at change and cultural transformation within the area of accountability as a coach, mentor, or program leader.
Improves existing initiatives and capabilities needed to drive success within the scope of accountability and actively works to develop/mentor/coach talent internally or develop plans to attract needed talent to Microsoft.
Provides vision and leadership in the strategic development and implementation of succession and development plans that enhance technical sales acumen and capabilities across the organization.