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Microsoft Corporation Director, Customer Success Data & AI DOD, Microsoft Federal - CTJ in Cambridge, Massachusetts

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. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

The Microsoft Federal organization was established to address the unique mission, legal/regulatory requirements, and procurement rules and processes of the United States Government (USG). Microsoft Federal is committed to ensuring its resources – including appropriately qualified, experienced, and certified personnel (with necessary security clearances or otherwise) are available as needed to meet USG evolving needs. To that end, Microsoft embraces, as a mission-critical philosophy, flexibility in the recruiting, hiring, and workforce assignment of Microsoft Federal personnel. Microsoft Federal personnel can expect to serve in various roles in the Microsoft Federal organization during the course of their career to meet evolving USG needs, regardless of segment – Civilian, Defense, or intelligence community.

We are looking for an experienced and talented individual to lead the Data & AI Solution Area within the Microsoft Federal Defense Customer Success Unit. Customer Success has the mission of enabling and supporting our Defense customers in leveraging Microsoft cloud capabilities to achieve their mission(s). This manager of managers role requires very active day to day coaching of their management team, removing blockers to customer success, partnering with stake holders across Microsoft Federal, and ultimately championing customer success through cloud consumption.

This role requires innovative thinking, a passion for business growth, and proven experience leading teams to new levels. This is an exciting role to help build the future of Microsoft Customer Success by driving innovative Data & AI solutions.

Responsibilities

Customer Advocate

  • Foster culture of customer-centricity, accountability, and collaboration

  • Build strong client relationships

  • Cultivate strong/active network of partners to drive consumption, deliver customer value

  • Ensure customers are supported by partners by establishing a collaborative, customer-first relationship with partners

  • Engage with appropriate Microsoft or Partner resources to ensure awareness and understanding of Customer Success organization and roles

  • Advance customer interests by shaping the end-to-end customer experience

  • Lead team to be proactive, agile and responsive to “Voice of Customer”

  • Technical Leader

  • Be a credible and trusted advisor to customers on their technology and business needs

  • Remove blockers via escalation, scoping, feedback and coaching

  • Deliver high standards of technical excellence in Customer Success teams

  • Be a credible industry spokesperson on customer success and technology

  • Be sought out for thought leadership to influence actions/results at senior levels

People Leader

  • People Management responsibility of a team comprised of Customer Engineers, Cloud Solution Architects, and their Managers

  • Attract, develop and retain a talented team of CSA Managers and Individual Contributors

  • Form and develop diverse, high-performing Customer Success team

  • Coach employees, be a role model, and lead by example

  • Manage performance expectations, accountability for results, and recognition

  • Create a diverse, inclusive, engaging and motivating environment

Success Manager

  • Customer Success discipline and accountability

  • Run regular Rhythm Of Business (ROB) process, collect performance data and report performance on assigned business sector

  • Engage regularly with customers for feedback on improving engagement with Microsoft

  • Ensure execution of pipeline management, issue escalation, forecasting, and strategic plans

  • Drive ideation and innovation within solution area to influence and make the market

Orchestrator

  • Drive integrated customer planning to ensure seamless hand-offs between internal customer facing organizations

  • Lead by example by bringing in other functions to act on Customer Success qualified leads or expansion opportunities

  • Help CSA Managers, Customer Engineers, and Cloud Solution Architect resources connect to relevant Microsoft stakeholders and build relationships across the enterprise

  • Leverage knowledge of Microsoft to work across groups, influence stakeholders, resolve issues, and manage risk

Qualifications

Professional

  • Experience. 10+ years of experience in technical sales, engineering or consultative delivery required

  • Management. 10+ years of experience in people management required

  • Change. 7+ years of experience driving change management or technical adoption required

  • Collaboration. Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers required

  • Communication. Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required

  • Demonstrated capability in selling and implementing solutions across large, global, complex customer projects required

Technical

  • Proven ability to map the customer’s needs to technical solutions required

  • Strong technical understanding of Data & AI Enterprise cloud workloads required

  • Ability to stay up to date on new/improved Azure scenarios and workloads required

  • Empathy, curiosity, and desire to constantly improve, acquire new skills and drive for results required

  • Demonstrated Technical leadership through prior technical coaching/leadership roles required

  • Ability to act on Customer Escalation needs, Unblock the customer through orchestration of right resources at the right time - required

Education

  • Bachelor's degree in Computer Science, Information Technology, Engineering or related field preferred OR equivalent experience

  • Certifications in the following technologies preferred: Cloud, Mobile, Database, OSS, Big Data, BI, Data Science, Machine Learning, Artificial Intelligence

Experiences

  • Prior work experience in other software and/or services companies such as Amazon, VMware, Google, IBM, Oracle desired

The successful candidate must have an active U.S. Government Secret Security Clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.

Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.

US Citizenship:

The successful candidate must be a U.S. Citizen. Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.

Candidates selected for this position must comply with Federal Executive Order 14042 mandating that federal contractors and subcontractors receive the COVID-19 vaccine by being fully vaccinated before their date of hire, or work with Microsoft to receive an approved religious or medical accommodation.

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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

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