Microsoft Corporation Director of Customer Integration Success in Boston, Massachusetts
Ally.io has joined Microsoft through a recent acquisition to become a core pillar in the Microsoft Viva suite. Ally.io is a category leading OKR SaaS solution that helps drive accountability, transparency, and alignment on goals across organizations. It was a highly successful startup based in Seattle (including Seattle Startup of the Year, and finalist for next Tech Titan) with a significant team footprint in India. As part of Viva, we have once in a lifetime opportunity to build a massive business from ground up and bring purpose, happiness, and productivity to millions.
As a member of the customer experience and success leadership team of Ally.io, the Director of Customer Integration Success will own the end-to-end integration of the customer experience into Microsoft scale teams. You will partner with CSU, CSS, FastTrack, Partner and ISD to bring the Ally customer experience to scale.
Post-initial integration, you will be responsible for the long-term success of each stage of the Ally.io lifecycle, delivered through scale teams, including establishing success measures to provide objective signals of integration success per team and ensuring long-term enablement of each team is tailored to changes in product experience and mitigates any challenges surfaced through quantitative and qualitative customer feedback.
You must be able to partner effectively with diverse stakeholders, deliver impact under tight deadlines, have low ego with high confidence and interpersonal awareness, and be flexible and action-oriented within ambiguity.
In this role, you will focus on the following:
Integration Program Management
Partner with FastTrack, CSU, CSS, Partner and ISD teams to seamlessly integrate the Ally customer experience into scale team execution.
Drive alignment across teams to ensure workflows and handoffs between teams create a tight customer experience.
Lead communication within Ally CX team and stakeholders to inform, educate and drive clarity.
Lead change management activities including needs analysis, assessment of change readiness, and guiding training teams to ensure integrated approach success.
Work across the Microsoft ecosystem to develop, implement and manage scalable and effective processes and systems that enable the end goal of creating customer value by accelerating consumption and usage, delivering an easy and connected experience, and building trust through customer centricity.
Feedback and Insights
Develop and run ROB to ensure tight feedback loop between scale teams and Ally product/CX team.
Leverage existing telemetry and collaborate to build additional measurements to ensure continued pulse on product and customer experience.
Synthesize findings into insights, including proactively identifying expansive strategies that inform product, CX and scale team execution.
Leverage insights to develop recommendations, ensure recommendations are scoped and prioritized.
Communicate across all stakeholders to inform on progress related to prioritized recommendations.
10+ years of experience in program management, strategy, change or process management, ideally in customer experience and/or customer success.
Proactive, forward thinking and ability to synthesize disparate information effectively and quickly into clear recommendations, actions, and decisions.
Strong collaboration skills and ability to work in a fast-paced environment.
Strong leadership, executive presence, organizational agility, ability to impact and influence senior level leaders across the company; Ability to rapidly gain/build trust and confidence of internal and external stakeholders.
Passion for customer experience, transformation, and acting as a change agent.
Project management skills, ability to develop and execute processes that facilitate collaboration, leadership team effectiveness and impact.
Ability to drive clarity and direction in ambiguous situations. Strategic planning and execution experience preferred.
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) .
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