Cloud and AI Platform CSA Director

Job Description

OverviewOversees team on proactively acting as an advocate for and the voice of the customer/partner leveraging relevant insights. Supports and coaches team on innovating methods for proactively identifying and/or translating customer/partner problems into solutions. Mobilizes resources within the customer success unit (CSU) and across Microsoft to solve issues.

Oversees team on anticipating, identifying, escalating, and mitigating blockers using appropriate tools. Holds team accountable for delivering solutions in line with company methodologies to prepare highly complex and/or impactful customers for operational readiness and achievement of their business goals and targets. Drives team on proactively identifying, anticipating, and setting the foundation with the customer/partner for new cross-solution opportunities for Consumption, Usage & Unified expansion at scale. Holds team accountable for driving operational excellence and proven practice standards throughout all sales stages/activities/tools of record.

Leads team on leveraging market insights and demand signals to partner with leadership in identifying relevant areas. Leads team on leading the direction that internal virtual team members and stakeholders take.

Leads team on proactively identifying and anticipating gaps that drive changes and improvements to scale across customers. In addition, this role has people management responsibilities including driving employee growth and development, executing projects, and managing performance. ResponsibilitiesBusiness Impact Holds team accountable for driving operational excellence and proven practice standards throughout all sales stages/activities/tools of record (e.

g. , pipeline updates, time tracking). Drives team on orchestrating, collaborating, and influencing across Microsoft and customer/partner teams and leadership through on-strategy delivery to achieve customer/partner objectives and increase customer/partner satisfaction.

Holds team accountable for anticipating and managing business and technical risks, adapting methodology and applying governance principles to identify, communicate, and minimize business and technical risks. Executes work in compliance with industry and Microsoft guidelines and procedures.

Oversees continuous prioritization among competing demands in their work and identify where impact occurs with customers, ensuring alignment with business priorities and goals. Drives team on proactively identifying, anticipating, and setting the foundation with the customer/partner for new cross-solution opportunities for Consumption, Usage & Unified expansion (especially Enhanced Solutions) at scale based on business value to customer/partner and clear understanding of the Microsoft value proposition for supported platforms to empower cloud success, foster and strengthen security and resiliency, and drive AI innovation. Defines the need for change management to ensure team members develop thorough understanding of customer’s business and operations to advise on potential solutions.

Drives team on acting as a role model for strategically consulting with, actively listening to and respectfully challenging customers/partners, building trust to then advocate for alternative architectures/solutions/approaches that shape and/or enhance customer requirements. Oversees team on driving the identification, anticipation, and evaluation of industry trends (e. g.

, customer industry verticals, information technology [IT] industry), gathering of customer/partner insights (e. g. , feedback around technical preferences, environments, business needs, competitive landscape), and mapping of both existing and novel architecture and digital transformation solutions to customer/partner business outcomes.

Holds teams accountable for capturing opportunities in appropriate systems, processes, and tools, working collaboratively across the organization to execute on opportunities. Oversees team on anticipating, identifying, escalating, and mitigating blockers using appropriate tools and processes to accelerate solution deployment, value realization and usage/consumption for highly complex and/or impactful customers/scenarios. Holds team accountable for proactively applying expert business, technical, industry, and/or enterprise knowledge to architecture or support projects to meet business and information technology (IT) requirements and to quickly resolve identified constraints and blockers expected to have the most impact, leveraging scalable and/or repeatable fixes whenever feasible.

EWJD3