Responsibilities

Customer Centricity

• Drive positive Customer Satisfaction & become a trusted advisor. Provide feedback & insights from customers/partners. Be the Voice of Customer to share insights and best practices, connect with Global Security teams at Microsoft, Engineering and Product teams to remove blockers and influence the solution roadmap.
• Experience in the implementation (end to end) of Data Security projects with Data Security Platforms, preferably experience with Microsoft Purview (Information Protection, Data Loss Prevention, Information Risk Management)
• Guides other country team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.
• Lead and execute Field Usage and Consumption Strategy projects, providing structure and guidance to ensure successful outcomes.

Business Impact

• Position and deliver solutions that drive Security product usage and develop opportunities to drive Customer Success business results & help Customers get value from their Microsoft investments. Identify resolutions to Customer blockers by leveraging SA subject matter expertise.
• Deliver according to MS best practices & using repeatable IP. Accelerate Business Value of overall Security adoption by improving security posture and ensuring that the solution exhibits “Secure by Design” framework, such as high-performance levels, security, scalability, maintainability, appropriate reusability, and reliability upon
• Collaborate and orchestrate with other CSAs and MS stakeholders including FastTrack, partner, and Microsoft Consulting in developing complex end-to-end Enterprise solutions with the Microsoft Security platform.
• Engages with Microsoft and partner resources to ensure awareness and understanding of Customer Success organization and roles within their area/globally. Leads internal cadences to ensure coverage of Customer Success resources for customers. Grows advocacy and loyalty for Customer Success Management (CSM) and Cloud Soluiton Architecture (CSA) practices across the area/globally, and secures the positioning of the roles toward internal and external stakeholders. Ensures the team is orchestrating Microsoft teams to deliver on customer consumption plans.
• Drives consumption and usage rigor and discipline by developing and leading inclusive and regular rhythm of business (ROB) processes for a large subsidiary. Delivers on business commitments, collect performance data, report performance to Global Lead and Strategy Team, and informs future plans and decisions (e.g., forecasting, anticipated barriers). Leads a coaching rhythm in alignment to Microsoft's coaching framework and worldwide rhythym framework practices, integrated both locally and with Corporate.
• 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. Leverages systems for identifying leading and lagging indicators of success across customer success pipeline at the area/regional level (as appropriate). Drives area/regional accountability (as appropriate) to identify gaps in execution leading to optimizing customer success delivery for value realization.
• 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 area/globally, leveraging global delivery and Customer Success Unit (CSU) resources, partners, and Microsoft Services. Drives large team of leaders to ensure customers achieve desired business outcomes and optimization of their investment. Ensures the organization expands learning on new adoption frameworks and new platform capabilities that cross both technical and business value conversations. Ensures the team identifies the right partners to delivery and execute on customer vision.

Technical Leadership

• 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). Provides area/global thought leadership for technical integration and innovation with the area leadership team. Creates culture of technical community engagement with customers and partners to influence actions and results at senior and executive levels of their organizations. Drives technical executive sponsorship with the customer and partner and influences strategy for regional scale. Leads critical engagements with customer and partner senior leadership, providing executive support for the Customer Success Unit (CSU) team to align operational plans with the organization's strategies to drive customer and partner obsession.
• Builds and maintains a network with senior technical decision makers (e.g., Chief Information Officer, Chief Technology Officer, Chief Architect, technical fellows) to provide technical and operational guidance on technology trends and accelerate continuous cloud adoption at scale. Leverages deep technical knowledge, technical resources (e.g., Cloud Solution Architects), 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 (e.g., highest consuming) customers to drive customer adoption.
• 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). Leverages and creates customer and employee forums for open feedback and collaboration across teams. Invests in building and maintaining a strong network with corporate engineers to quickly meet customer and partner needs.

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 4+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting
• OR equivalent experience
• 4+ years of experience and understanding of large-scale security deployments in enterprise-wide environments.

Additional Or Preferred Qualification

• Desired Microsoft Technology & Industry Equivalent. Certification in one or more of the following areas:
• Programming experiences, using Microsoft Information Protection SDK (e.g. PowerShell, C#, Python)
• Technical Certification in Microsoft SC-400 – Microsoft Information Protection Administrator)