Customer Success Leader - Saudi Arabia

Microsoft
Riyadh ,Saudi Arabia

نشرت

  • المرتب

    غير محدد
    غير محدد غير محدد

  • سنوات الخبرة

    15 - 20

  • مستوي الوظيفة

    مدير

  • نوع الوظيفة

    دوام كامل

تفاصيل الوظيفة

    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 CSMs/CSAs drive successful engagements that enable Customer Success. Key responsibilities of the CS Lead include: 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 as needed Build strategy, targets, and process Customer Advocate Foster culture of customer-centricity, accountability, and collaboration. Build strong client relationships Cultivate strong/active network of partners to drive consumption, deliver customer value Ensure customers are supported by partners by establishing a collaborative, customer-first relationship with partners Engage with appropriate Microsoft or Partner resources to ensure awareness and understanding of Customer Success organization and roles Advance customer interests by shaping the end-to-end customer experience Lead team to be proactive, agile and responsive to “Voice of Customer” Grow account references, advocacy and loyalty for CSM/CSA practices 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 in Customer Success teams Be a credible industry spokesperson on customer success and technology Be sought out for thought leadership to influence actions/results at senior levels People Leader Attract and hire top customer success talent from market Attract, develop and retain a talented team of CSM Managers and Cloud Solution Architect Managers and ICs Ensure a strong pipeline of candidates Form and develop diverse, high-performing customer success team Coach employees, be a role model, and lead by example Manage performance expectations Manage accountability for results Recognize appropriately Create a diverse, inclusive, engaging and motivating environment Build technical/project management and customer relationship management skills Ensure delivery of activities Success Manager Customer Success discipline and accountability Ensure data collection Run regular ROB process, collect performance data and report performance to Global CSM/CSA Lead and Strategy Team Ensure CSMs/CSAs collaboration to deliver customer success plan Consistent coaching rhythm in place, following Customer Success Manager coaching framework Engage regularly with customers for feedback on CSM/CSA role Ensure execution of pipeline management, issue escalation, forecasting, and CS plans Orchestrator Drive integrated customer planning to ensure seamless hand-offs between internal customer facing organizations Enable collaboration within Microsoft Lead by example by bringing in other functions to act on Customer Success qualified leads or expansion opportunities Help Customer Success Managers & Cloud Solution Architect resources connect to relevant Microsoft stakeholders and build relationships across the enterprise Leverage knowledge of Microsoft to work across groups, influence stakeholders, resolve issues, and manage risk job requirements 15 to 20 years Not Specified at least Computer Software Information Technology Services Job Roles: Customer Service/Support Sales/Retail
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