Customer Success Business Unit Leader

Microsoft; South Africa; On-site; USD 60 000 - 100 000; Full time

Job summary

A leading company is seeking a Customer Success Lead to drive customer engagement and adoption of Microsoft cloud solutions. The role involves coaching teams, building client relationships, and ensuring customer success through strategic planning and collaboration. Ideal candidates will have a strong background in technology leadership and proven people management skills.

Qualifications

• Proven people management experience.
• Experience in technology leadership or consulting.
• Background in engineering or related fields.

Responsibilities

• Engage BDMs/ITDMs to ensure business value.
• Foster a culture of customer-centricity and collaboration.
• Lead cross-functional collaboration within Microsoft.

Skills

People Management

Customer Centricity

Technical Leadership

Project Management

Education

Master's Degree in Business Management

Bachelor's Degree in Engineering

Job description

Responsibilities (Text Only)

We are looking for a passionate, forward-thinking, hands-on leader with exceptional operational discipline. This person will be very active in day-to-day coaching of his/her team, leading by example, ensuring that the team drives successful engagements that enable Customer Success.

Key responsibilities of the Customer Success Lead include:

1. Business Value
   • Engage BDMs/ITDMs to ensure business value is obtained and new value opportunities are identified
   • Evangelize Microsoft cloud roadmap
   • Help customers optimize their investment
   • Ensure customers achieve desired consumption/adoption targets by establishing intent and driving adoption; partner with other functions
   • Build strategy, targets, and process
2. Customer Advocate
   • Foster a culture of customer-centricity, accountability, and collaboration
   • Build strong client relationships
   • Cultivate a strong/active network of partners to drive consumption and deliver customer value
   • Ensure customers are supported by partners through a collaborative, customer-first relationship
   • Engage with Microsoft or Partner resources to ensure awareness of the Customer Success organization and roles
   • Advance customer interests by shaping the end-to-end customer experience
   • Lead virtual teams to be proactive, agile, and responsive to the “Voice of Customer”
   • Grow account references, advocacy, and loyalty for CSM/CSA practices
3. Technical Leader
   • Be a credible and trusted advisor to customers on their technology and business needs
   • Remove blockers via escalation, scoping, feedback, and coaching
   • Exhibit sound judgment
   • Deliver high standards of technical excellence
   • Be a credible industry spokesperson on customer success and technology
   • Be sought out for thought leadership to influence actions/results at senior levels
4. Success Manager
   • Maintain customer success discipline and accountability
   • Ensure data collection and run regular ROB processes, report performance to Global CSM/CSA Lead and Strategy Team
   • Ensure collaboration among CSMs/CSAs to deliver customer success plans
   • Implement a consistent coaching rhythm following the Customer Success Manager coaching framework
   • Engage regularly with customers for feedback on CSM/CSA roles
   • Manage pipeline, issue escalation, forecasting, and CS plans
   • Drive integrated customer planning for seamless hand-offs between internal organizations
   • Lead cross-functional collaboration within Microsoft
   • Bring in other functions to act on Customer Success leads or expansion opportunities
   • Connect CSMs & Cloud Solution Architects to relevant Microsoft stakeholders and build enterprise relationships
   • Leverage Microsoft knowledge to influence stakeholders, resolve issues, and manage risk

Qualifications (Text Only)

Proven people management experience, background in engineering and/or technology (e.g., technology field, services, consulting, specialist teams, technical sales, system integrators, developers, project managers, sales).

Master's Degree in Business Management, Engineering, or related field AND experience in technology leadership, consulting, professional services, product strategy, business leadership, sales, or Customer Success OR Bachelor's Degree in Business Management, Engineering, or related field AND relevant experience OR equivalent experience.

Additional or preferred qualifications include experience in complex project management and/or customer account management, professional services, customer success, sales, and/or customer service. People management experience is also preferred.

Benefits/perks may vary depending on employment nature and country. Microsoft is an equal opportunity employer, considering all qualified applicants without discrimination based on age, ancestry, color, family or medical leave, gender identity, genetic information, marital status, medical condition, national origin, disability, political affiliation, veteran status, race, religion, sex, sexual orientation, or other protected characteristics.