Job Description:
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. The Asia Technical Services organization is responsible for landing Customer Support priorities including being the local incident commander for large-scale events and high-impact outages, driving in region quality requirements, deliver incident management, and assessing regional support needs. In addition, we deliver on Global Customer Success priorities including landing customer success plays in region, orchestrating the MACC end-to-end experiences, driving usage end-to-end experience and performance, scaling best practices through regional partners, and accelerating Get Well Plans in partnership with CSS. Microsoft aspires to help our customers achieve their own outcomes through AI / digital transformation, leveraging the power of the Microsoft cloud solutions and services. To help drive this effort, Microsoft has established in the past the Customer Success team and the ISD team that play a key role in helping Microsoft customers achieve this AI / digital transformation through successful adoption of Microsoft Cloud solutions and Services. These two teams were recently brought under the same WW Organization (Customer Experience and Success, CE&S) where Global Customer Success was already reporting. The main purpose of this change is to integrate adjacent capabilities in One Services Portfolio, increase our ability to deliver customer outcomes through a simplified engagement model, and in the process identify cross fertilization opportunities (“One Services Opportunities” ) through Project based work (delivered by the ISD teams) and Customer Success work, delivered by the CSU teams under the Unified contractual setup. Following this step of bringing ISD in the same organization as Customer Success, we want to accelerate customer outcomes and growth opportunities through the identification of the key “moments that matter” during the sales and delivery of our services, whether this is project based services or Unified services. In particular, we will start by focusing on the opportunity to transition from projects to Support for Mission Critical services, to ensure the appropriate level of support for the workloads we contributed to deliver. Over time scenarios for “One Services” opportunities will be identified and be part of the scope. We are looking for a talented individual to define and lead this acceleration in the field – where ISD and Customer Success capabilities are deployed through different organizations, and where we need to accelerate the adoption of a “One Services” mode of operation across these different organizations. As the One Services RBL in Asia, you will contribute to define the key motions, land them in Areas, oversee execution, while partnering with multiple field, regional and WW organizations (Area CSU, Area Services Sales, Regional ISD, WW GCS, WW ISD, WW Services Sales. While the WW teams will be in charge of defining standards to adopt in Areas, the RBL will represent the Asia point of view based on execution and related insights, and provide qualified feedback to WW teams aimed at continuous learning and improvement. For these reasons, the role will entail extensive engagement with field teams to ensure execution excellence, drive the adoption of relevant programs, identify and resolve customer blockers. This role requires a self-driven professional who thrives on new challenges to grow the Microsoft Services business and cherishes achieving business impact with minimal observation once trained and equipped. Demonstration of skills in adaptive leadership, cross-organizational collaboration, ability to drive impact through influence, relationship building and executive engagement skills is highly desired. The ideal candidate will have Services depth and experience addressing complex customer scenarios in Customer Success, Project Sales and Delivery, Unified Sales and Delivery. The individual has a demonstrated track record of enabling a broad field organization of Customer Success / Services professionals while supporting coordination and alignment across other key stakeholder groups as mentioned above Most importantly, the awareness, orientation and ability to find and capitalize on opportunities to improve self in this role and the role surroundings are sought in any professional aspiring for this role. This role is flexible in that you can work up to 50% from home. 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.
