Customer Success Unit Lead

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The Customer Success Unit (CSU) at Microsoft plays a crucial role in ensuring customer satisfaction and driving the adoption of Microsoft's products and services. The CSU is responsible for promoting the utilization of technology by helping customers optimize their use of products, demonstrating features beyond core functionality, and ensuring best practice adoption.

As the Customer Success Unit Lead, you become the member of the Country Leadership Team (LT), leading a team of Customer Success Account Managers and being responsible for advancing the sales process, achieving revenue growth, and driving new projects with customers across the Microsoft Cloud. You leverage credibility and expertise to act as executive-level technical sponsor and leader for the customer and partner ecosystem to continuously evolve and grow through the digital transformation journey. Together with your team, you build and maintain a network with senior technical decision makers to provide technical guidance on technology trends and serve as experts/spokespersons, as appropriate around key technical topics to influence and drive recognition for Microsoft solutions and brands.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Required/minimum qualifications

• Extensive people management experience
• Extensive engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales).
• Master's Degree in Business Management, Engineering, or related field AND extensive 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 extensive years experience in technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success OR equivalent experience
• This role requires proficiency in written, reading, and conversational Czech as you will be assigned to the Czech Customer Market.

Additional or preferred qualifications

• Experience in complex project management and/or customer account management (e.g., leading/orchestrating virtual teams)

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring
• Model - Live our culture; Embody our values; Practice our leadership principles
• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn
• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others

Business Leadership & Execution

• Defines the execution plan to connect sales planning and execution
• Orchestrates Microsoft teams to deliver on customer consumption plans
• Drives pipeline excellence/management to ensure customer priorities and revenue/financial targets are met
• Facilitates integrated resource execution to accelerate growth and consumption and usage
• Drives customer engagement by ensuring implementation of a predictable and scalable customer engagement model across all enterprise accounts, inspiring and fostering a culture of customer-centricity, adoption, and use by driving accountability and collaboration to shape the end-to-end customer experience
• Creates a learning culture across their organization that feeds technical and operational leadership and business value capabilities

Technical Leadership

• Serves as an expert/spokesperson around key technical, operational, and customer success topics
• Builds and maintains a network with senior technical decision makers to provide technical and operational guidance on technology trends
• Leverages credibility and expertise to act as an executive-level technical sponsor and leader for the customer and partner ecosystem
• Advocates to drive customer technical requirements with corporate product and engineering teams