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Customer Success Lead

3 weeks ago

Ho Chi Minh City, Vietnam Microsoft Full time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Microsoft’s Customer Success Unit, CSU, is a customer-focused, technically intense group within Microsoft, comprising Architects and Customer Engineers across solution areas of Application Innovation, Infrastructure, Security, Data & AI, Modern Work, and Business Applications. The CSU helps customers realise their full potential through accelerated adoption and productive use of Microsoft technologies.

The Customer Success Leader is the most senior Customer Success (CS) and technical resource in Vietnam and will report directly to the Vietnam General Manager. This role forms a key part of the Senior Leadership team.

The Customer Success Leader is responsible for the overall business performance of their organization, including customer value realization (consumption) across all three clouds, the financial performance of the support business, and overall customer experience. This role is chartered with optimizing the organization’s capabilities aligned with CS business goals and championing consumption, exceptional proactive support delivery & operational excellence within their organization. This role is further chartered with ensuring that the necessary capabilities exist within their organization (technical intensity) and for creating and sustaining a culture of customer centricity, technical intensity, innovation, and a growth mindset anchored in Microsoft values.

We are hiring a senior leader to serve as Customer Success Leader for Vietnam to steer the Customer Success team, build presence in the market and inspire large scale customer impact through driving the largest MACC and customer engagement thought leadership. The Customer Success Leader will be a highly motivated, passionate, forward thinking and hands-on leader with exceptional skills in developing and leading a highly technical team focused on Microsoft Cloud Solutions and customer support experience. This person will be very active in day-to-day coaching of his/her team, leading by example, ensuring that the organizations capabilities are aligned with Customer Success priorities and business goals, championing the success adoption of Microsoft cloud solutions, and driving an exceptional customer support experience through proactive service delivery and compliant operational excellence within their organization.

This position is a technical and business strategy leadership role spanning complex solution areas, with a focus on delivering a healthy organisation.

**Responsibilities**:
**Technical Leadership**
- Be the thought leader and advisor for technical integration and innovation with the Area leadership team. Build presence in the market and inspire large scale customer impact through driving the largest MACC deals and customer engagement thought leadership.
- Maintain a strong and active network with CxOs to guide/council on technology trends and cloud adoption.
- Be a strong voice/advocate to drive customer requirements with corporate product and engineering teams.
- Be a credible technical leader to both coach teams and guide enterprise customers for larger impact and more sustainable cloud solutions.

**Business Leadership**
- Be the cloud-consumption leader in the field for Vietnam, owning the business performance and results across the cloud solution areas and customer experience, ensuring both intra and inter seamless organizational orchestration for delivery excellence on consumption, financials, scorecard and customer satisfaction targets.
- Be a vocal leader and customer champion in your Area with both local and corporate leadership teams to elevate cloud adoption issues, the customer support experience and accelerate resolution.
- Collaborate across organizational leadership teams to establish targeted customer executive relationships that promote Microsoft's business objectives in the Area.
- Be the the custodian of the recurring revenue of the Vietnam Cloud business for Microsoft.

**Business Execution**
- Own and drive the adoption and consumption of cloud services and proactive support offerings through discipline in the Area ROC processes, identifying/prioritizing CS resources to key projects, escalating top blockers and sponsoring systemic improvements to the customer support experience.
- Ensure a predictable, repeatable, and scalable customer
engagement model is implemented across all enterprise (Strategic and Major) accounts or customer segments, leveraging CS resources, partners, and Microsoft Consulting Services.
- Deliver on financial commitments by managing the budget for the business and delivering on quarterly financia