Director, Customer Success@Scale, Dynamics 365
Location:
Redmond , Washington
Posted:
October 19, 2017
Reference:
1072865
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of the Microsoft cloud solutions and services. To help drive this effort, Microsoft is investing in the creation of Customer Success team that will play a key role in helping Microsoft customers achieve this digital transformation through successful adoption of Microsoft Cloud solutions.

Dynamics 365 is the “tip of the spear” to bring the value of Microsoft solutions to our customers. The newly created Customer Success HQ team will drive business usage of Dynamics 365 workloads and help customers realize business value from their investments by supporting the Customer Success field teams with programmatic and scalable assets.
We are looking for an experienced strategy leader who will be responsible for designing a consistent, measurable and effective strategy to drive usage and consumption of Dynamics 365 (both Customer Engagement and Operations workloads) through scale motions (partner and digital), enabling customers to realize the value from their investments in Dynamics 365.

Key Responsibilities

The Director, Dynamics 365 Customer Success@Scale will own programs and offers to drive usage and business outcomes for Dynamics 365 customers through partner and digital motions. He/she will document the customer decision making processes that drive adoption, assess gaps in offerings, processes, data, and develop guidance and strategies aimed at growing usage of Dynamics 365 workloads at scale. Overall role responsibilities include:


Overall role responsibilities include:

• Design the Scale Dynamics 365 consumption strategy for the
Customer Success Organization in alignment with the Inside
Sales, Partner, Marketing and Engineering teams
• Partner with key Customer Success roles in the partner, inside
sales, Engineering and Marketing organizations to design
consumption programs, offers and contests that drive
Dynamics 365 consumption and scorecard attainment
• Assess Dynamics 365 channel current capability and programs
to drive consumption, and design offers and programs in close
partnership with the One Commercial Partner team to improve
that capability significantly
• Be a thought leader on driving Dynamics 365 consumption
through digital motions, and partner closely with the marketing
and team to put into place digital customer outreach programs
to drive Dynamics 365 consumption
• Lead and influence x-org interactions to receive feedback,
provide input, and collaborate on key work streams to analyze
and tune consumption strategy for the scale segment
• Contribute to the development of assets for key strategic
communication processes including monthly Senior Leadership
Team update
• Align with the HQ Business Architect team, partners and inside
sales organizations to define key success metrics (Scorecard
and TLI) supporting SMC business priorities
• Establish corp to corp rhythm with the Partner and Inside Sales
organizations, represent voice of the field, provide updates on
key blockers, results and field execution status
• Perform field visits per team goals to support consumption,
evaluate model performance and strengthen customer
perspective


Experience, Skills and Qualifications

Required Qualifications

• Minimum of 8 years of experience across sales, consulting,
channel management, strategy and/or product management in
technology
• Minimum of 3 years experience in business applications

Preferred Qualifications

• Deep understanding of the partner channel, their incentives,
and the SMC segment needs
• Strong experience on enabling Dynamics 365/Business
Applications consumption, customer and partner requirements
• Strong analytical skills, able to distill key insights from
incomplete data
• Strong, confident executive communication (written and oral)
• Strong ability and experience of influencing without authority
• Strategic thinker, combined with strong ability to execute x-org
and drive for results in ambiguous environment
• Effectively manage budgets and utilize vendor resources

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com.

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