Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission. Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
 

The Customer Success Consumption Excellence Lead is a critical business role that looks left-right across the Customer Success consumption and support business by partnering with the CSU Leader to run the cloud consumption motions, coaching on consumption for acceleration and growth, and driving fiscal year planning and transformation.

Responsibilities

As a partner to CSU Leader running the consumption and usage motions:

• Establish and drive a well-defined, predictable rhythm of the business (RoC), that enforces great discipline in consumption processes and delivers over-achievement of business results through core consumption and usage motions
• Provide insights based on the BSO and reporting inputs with proposed actions on consumption connections (VSU, QBC)
• Drive efficient CSU-led Scrum Rhythm, including gathering insights and completing and closing actions from the scrum
• Consumption Excellence (Create, Accelerate and Consume): drive consumption across all Apps & Infra, Data & AI, MW, BA, and Security, including Support.
• Consumption and usage tracking and trending insights
• Leverage BSO and Business Excellence Operation functions to establish framework to measure impact on consumption and usage, as well as empower leadership team to drive effective business decisions
• Drive execution on consumption and usage, financials, scorecard and customer satisfaction targets through:
  • Consumption orchestrator: Enabling seamless intra CSU collaboration
  • Effective EOU consumption and usage orchestration and cooperation with M&O (BGs, BSO) by adopting One Microsoft approach from planning to execution (coaching and building concise consumption and usage motions)
  • Bridge ownership and deal coaching to CSU / STU / ATU
  • Delivery of Health Reviews and Scorecard Management
• Support Capacity Planning: Partner with CSAM Leader and finance to ensure that headcount approvals & hiring plan is in line with expected delivery capacity and in line with the Support sales forecast

As a Consumption Lead coaching for Acceleration and Growth: 

• Consumption coaching, training, field empowerment/ownership of growing and accelerating all up consumption and usage
• Development of the consumption and “cross cloud” coaching culture at all levels and rhythms (SCRUM, Empower Success)
• Success engagement level insights and coaching (account level, engagement/milestone level, industry, segmentation)
• Coach hygiene discipline leading to healthy coverage and infuse the proper milestones rigor, accuracy and accountability

As a Transformation Lead:

• Partner with Area Transformation Leads, Area Capability Leads and Business and Sales Operations Team to remove roadblocks to streamline CSU lead time for customer and partner engagement
• Learn from and contribute to WW community to effectively land CCE transformation cross CSU in close cooperation with the rest of the organization cross EoU and M&O
• Champion landing of Connected Customer Experience
• Orchestrate and champion landing of global consumption programs and strategic projects for the area
• Role model the internal transformation from an inspection to coaching culture.  Leading managers to become more effective coaches to their teams resulting in increased individual and team capability, employee satisfaction and collaborative consumption efforts
• Leverage business insights and transformational leading indicators (TLIs) to benchmark performance and define current and future actions

As a Consumption and CSU representative in Fiscal Year Planning: 

• CSU point of contact for fiscal year preparation & growth initiatives on accelerating consumption and growth
• Partner with BSO on the Segmentation process, provide CSU specific business insights and assess impact of customer movements across segments
• Provide decision making support for the CSU lead during blueprint process on headcount changes and create business cases on additional headcount requests if applicable.
• Drive integrated account planning to exceed cloud growth targets and hold managers accountable for plan quality and completeness

Qualifications

Qualifications 

Required Qualifications: 

• Proven background in Business program management, business operations, engineering lead, finance, or technical advisor
• Business acumen skills and enterprise operational experience
• Strong people management skills

Highly Valued 

• Growth Mindset - we value all perspectives and reward individuals that poke at the edges of what they know to be true. We are seeking people that think differently and are biased toward action to accomplish great things. 
• Ability to partner with cross-functional teams in a highly matrixed environment.
• Impeccable attention to detail and a relentless focus on execution with the highest degree of quality. 
• Excellent written and interpersonal communication and collaboration skills. 
• Ability to work with a variety of people across the organization, including senior leaders, individual contributors and support staff.  
• Diverse & Inclusive - we enable people who bring a contemporary view to shape our internal teams and encourage all to feel included. 
• One Microsoft - we collaborate and value the work of others, combining their learnings with our own to make a better outcome for our customers.