Director Customer Success Microsoft Singapore

Job Description: • 2-minute read •
The Microsoft Business Solutions group is looking to hire a Manager to lead the Asia Time Zone CSM Team with a focus on:
•supporting, coaching and enabling CSMs to ensure effective delivery against the Success Criteria of Active Usage, adoption, high quality Customer Success Plans, reference ability, upsell/x-sell and renewal.

•coaching and mentoring his/her team members to drive their customer’s success by way of creating pathways to continue business value for them
•establishing a Business Decision Maker culture where the 80/20 rule is applied, with 80% of CSM’s time spent on activities relating to the business and only 20% on technical or other activities (i.e. – issue management)
•partnering with their Dynamics and Microsoft stakeholders in the field to drive CSM role clarity and effective cross-team collaboration
•be an effective voice for the customer within Microsoft
•be an effective voice for pushing Microsoft to make the changes necessary to drive an optimal customer experience
•Championing the operational excellence needed to create actionable insights for customers, for the CSM program and for Microsoft
•Furthering the growth and success of the Dynamics CSM program.

This Time Zone lead role will directly manage FTE CSMs that will cover managed Dynamics customers in their territory. This Time Zone Lead is an exciting role will help create bonds with our Dynamics customers across Asia and will fuel customer success, retention, growth and advocacy.

We are looking for a passionate, forward thinking manager with a hands-on style and exceptional operational discipline. This person will be very active in the day-to-day coaching of his/her team and, leading them by example through direct involvement with customers, ensuring the CSMs drive successful engagements and land effective, qualitative success plans that result in increased adoption, tangible business value gains and overall Customer success.

As a hands-on manager, the TZ-Lead will be actively involved in some of the CSM tasks such as delivering functional gap analysis, leading workshops, delivering change management & adoption plans for the Customer.


Experience, Skills and Qualifications
•10+ years experience in a delivery capability (within a Service or Partner organization) deploying CRM or ERP (or other key Business process-based technologies) in a Functional or Process design role. Includes experience modelling functional processes in CRM or ERP
•3-5 years experience driving change management & effective adoption within CRM, ERP or other key Business process-based technologies
•5+ years Enterprise-wide Consulting Experience (within a Service or Partner organization) within large Enterprise Customers ideally for some of the Big 5 delivering Biz Apps
•Experience with Business Case creation, ROI planning and Financials.
•Experience driving technical sales that includes experience doing Demo, RFI/RFP response in Biz App space
•5+ years relevant management experience with at least 6 direct reports.
•Deep understanding of cloud customer engagement
•BA/BS or equivalent required, with information technology/accounting/finance focus preferred
•Knowledge and experience in one of the following industries preferred – Retail, Manufacturing, Financial Services, Professional Services or Public Sector
•Proven ability to collaborate and build strong relationships with senior level executives across corporate functions within the customer (Finance, Manufacturing, IT) from large, global organizations
•Able and comfortable presenting as key note speaker to key events, experienced with creating compelling slide decks to senior BDM audience, C-Level ready interpersonal skills
•Strong organizational/time management skills and the ability to manage multiple projects simultaneously
•Strong interpersonal skills that establish Trusted Advisor relationships with our clients
•Has experience successfully collaborating and managing by influence (of non-reporting groups/individuals).
•Cultural awareness and appreciation for diversity
•Willingness to travel – up to 40%

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