Microsoft Corporation Customer Success Global Lead M/F in Cologne, Germany
Are you an experienced leader with a desire to bring your career to the next level? We are looking for a passionate and purposeful leader to join our GAMD Customer Success Account Management Leadership team. The Global Leader is responsible for leading our Customer Success Account Manager organization and driving exceptional customer experiences in the EMEA and APJ TZs, leading strong business outcomes, and successfully delivering digital transformation programs that change the way Microsoft and our customers do business.
The Impact You’ll Be Making:
This key Senior Leader is ultimately responsible for the overall performance of the Support Delivery practice, Customer Satisfaction and Consumption with over 300 CSAMs and 3000 customers across the TZs. The role is highly collaborative, working with customers and Microsoft teams to create exceptional experiences and business value in our team. As the leader of this organization, you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results from a performance and scorecard standpoint.
Business Ownership: The Global TZ Leader is accountable for the overall performance of the organization, with customers across EMEA and APJ, playing a critical role in aligning Microsoft strategy with customer expectations and ensuring high quality engagements. This includes developing long term customer relationships, growing revenue, and establishing plans to drive growth and profitability within your practice, accelerating the adoption of advanced support models and solutions, and leading adoption, usage and consumption across our portfolio.
Management: The Global TZ Leader must be exceptional at building organizational capability, stewarding talent management and succession, and building diverse and inclusive teams. They bring deep understanding of situational leadership and know how to coach managers and get the best out of each person. Their management style is to approach their team with empathy and humility and to model strong teamwork and collaboration. This leader needs to execute impeccably at all the basics and ensure to create a culture of management excellence across the teams.
Leadership: The Global TZ Leader embodies a growth mindset – thriving on challenge, learning from setbacks, and building on the ideas and inspiration of others. They will exemplify a strong orchestration capability and will be fantastic at dealing with complexity and ambiguity. They must clearly articulate the Microsoft mission, goals, and strategies to all audiences and help clarify how these play a part in our customers’ success. Demonstration of sound judgement in tough commercial and personnel situations is a must. This leader will exhibit strong stakeholder management and will impactfully engage within their leadership community to meet business goals and drive change.
Who We Are Looking For:
Must have a proven record of delivering the full life cycle of services (strategy, consulting, support) from pre-sales through delivery in organizations of similar size and complexity.
History of leading senior delivery leaders with strong people management skills, preferably in Multi sub areas or Global teams.
Candidates must have a deep understanding of EMEA and APJ markets, customers, and related technologies; have the background to provide leadership in the practice and demonstrate effectiveness in client management.
Background in solving large and complex customer issues successfully by collaborating with senior leaders (customer and internal stakeholders).
Deep understanding of delivery skills, methods, and tools.
Travel : Visiting customers, teams and LT events will take up to 50% travel depending on the location of the successful candidate. (Pending pandemic restrictions being lifted).
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.