Customer Experience Leader - Asia

• Lead an organization with deep product knowledge that resolves customer technical issues
• Own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement
• Create a customer-aligned support model ensuring key customers' specific supports needs are understood and met across the area of responsibility
• Help drive the development of the organization's overall strategy and ensures strategy landing within own organization
• Lead critical customer situations and ensuring strong outcomes
• Drive proactive service and customer success models
• Manage executive-level customer engagement
• Actively drive diversity and inclusion (D&I) and foster global culture and mindset within the organization
• Ensure that learning asks are reasonable and relevant as well as aligned with strategic goals of the business before setting clear readiness and learning objectives for the organization
• Ensure that employee communities are built, strengthened, and supported for globally inclusive connections
• Establish the operational strategy for their own organization
• Secure and allocate resources that improve customer and employee experience and financial return on investment
• Help secure funding for the headcount plan of record
• Use data-driven analysis and actionable insights to make decisions that drive operational/business outcomes
• Drive and influence others to facilitate the creation of the tools, proactive/diagnostic, and automation assets required to deliver world-class service to global customers
• Drive employee growth and development, execute projects, and manage performance

• 15+ years of experience in roles such as: Technical Account Management / Customer Success
• Service Delivery / Consulting / Support Leadership
• Strong track record of leading: Complex, high-stakes customer engagements
• Customer success or delivery organizations at scale
• Digital transformation or large technology implementations
• Experience in platform, cloud, or enterprise technology environments (hyperscalers, ISVs, consulting, digital-native orgs)
• Executive presence with ability to engage CIO/CTO/CXO stakeholders
• Exposure to AI / modern technology ecosystems and their customer impact preferred
• Strong focus on end-to-end accountability for customer outcomes
• Ability to lead in high-pressure situations with clarity and composure
• Transparent, consistent, and trusted communication
• Capability to absorb complexity and customer pressure, turning it into structured action
• Demonstrated ability to convert critical situations into long-term trust and partnership

Exposure to AI / modern technology ecosystems and their customer impact preferred