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Microsoft Corporation Director of Business Programs- Community & Skilling, Customer Success 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 encourage 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 innovation 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 the Microsoft cloud solutions and services. To help drive this effort, Microsoft has invested in the creation of the Customer Success team that will play a key role in helping Microsoft customers achieve this digital transformation and their business outcomes through successful adoption of Microsoft Cloud solutions.The Customer Success Corporate team will drive business usage of our multi-cloud strategy 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 a Director Business Programs who will lead our Community and Skilling team within the Consumption and Support Office (CSO) and drive development, design and execution of skilling and community initiatives and programs for the Customer Success roles, collaborating with Solution areas, World Wide Learning, Product Marketing, Engineering, HR, WW communities, Field leadership and other teams withing the CSO.

This is a high impact and high visibility role that will drive technical intensity, professional skilling and high community engagement in the Customer Success field organization cross Microsoft’s solution areas, Modern Work, Business Applications, Security, Azure Infrastructure, Data & Infrastructure and Digital App Innovation. In this role you will work across an ecosystem of Cloud Solution Managers, Cloud Solution Architects, Customer Engineers and Managers and Leaders. If you thrive on being part of a dynamic and strategic business, have adeep technical readinessbackground and apassion for enabling teamsto ultimatelyenhance our customers' adoptionof our growing platforms, then we would like to hear from you!

Establishing strong partnership with leaders across WW Learning and Customer Success is an essential part of this role. This role calls for a balance of leadership, influence skills, people management and individual contributions. You must be able to work well under pressure, with high confidence and interpersonal awareness, willing and able to partner effectively with diverse stakeholders, deliver impact under tight deadlines and must be flexible with strong ability to be effective in the midst of ambiguity and uncertainty.

This role requires strong collaboration and focus on efficiency, quality and on time execution and coordination of programs with skilling impact at scale and showcasing the impact and best practices to the company.

Responsibilities

  • As a manager deliver success through empowerment and accountability by modelling, coaching and caring; build and grow healthy teams through talent mgmt., diversity and inclusion

  • Lead Community and Skilling team within the CSO organization and drive development, design and execution of skilling and community initiatives and programs for the Customer Success roles

  • Lead on demand initiatives and programs making sure everyone across the organization understands the GTM and what is changing

  • Lead the team and coordinate execution of programs with community engagement and skilling impact and work closely with Worldwide Learning, Solution areas, Product marketing, Engineering and WW Communities to deliver seamless end-to-end experiences to impact skilling, community engagement in alignment to continuously improve on a world class globally consistent technical skill-building approach

  • Partner with field leadership to drive global initiatives related to customer success readiness lifecycle, identify opportunities for improvement to increase impact and relevancy of programs

  • Clearly articulate opportunities and potential challenges to bring internal stakeholders “on the journey” to coordinate execution of programs with skilling impact and community engagement

  • Facilitates cross-company collaboration to create a network for programs that span the company, business groups, and corporate and field teams

  • Apply structured approach and translate strategic insights into ROI driven business opportunities, design business proposals, develop and frame strategic programs, create detailed implementation plans and lead implementation directly and through other leaders/organizations

  • Create mechanisms to sustain activities and mainstream new behaviors to drive stable outcomes

  • Oversight of performance analytics of Customer Success Readiness and Community programs.

  • Execute on the vision of the role of community in the readiness and best practice sharing at scale

  • Create a diverse and inclusive culture where everyone can bring their full and authentic self, where all voices are heard, and where we do our best work as a result

Qualifications

Experience

  • 10+ years of experience in program management in the technologyand/or customer experience sector

  • Experience designing and executing technical readiness programsand leading communities

  • Experience in Role architecture, role priorities, capability and skills strategyhighly desirable

  • Deep knowledge of, and passion for Microsoft Solutions (or other cloud solutions) such as Azure Infrastructure, Business Applications, Data & AI, IoT,DigitalAppInnovation,and/or Modern Work & Security

  • Experience building new partnerships across levels and teams at Microsoft to enable a more connected approach across the company. The ability toinfluence forimpact is extremely important and we are looking for a proactive driver with a collaborative, outcome-driven reputation

  • Experience leading teams and driving multiple complex initiatives spanning different business and disciplines with a laser sharp customer-focus, delivering impact at scale

  • Aptitude and passion for both strategy formulation and program execution

  • Forward thinking and strategic, yet pragmatic and operationally savvy, with a commitment to a job well done

Knowledge

  • Business and sales operations as well as fluency in business trends & DT is essential.

  • Technical confidence across Microsoft technologies & solutions highly desirable

  • A business and/or technical degree is strongly preferred

  • Strong, confident executive communication (written and oral)

Expertise

  • Relentless drive to get things done

  • Strong project and program and change management skills (PROSCI certified advantageous)

  • Demonstrated strong people management and leadership is essential

  • Transformational leadership and ability to develop and executeat scaleessential

Competencies

  • People and organizational leadership

  • Influencing forimpact / cross group collaboration for results

  • Project / program management, focus on delivery in desired qualityand in time, results oriented

  • Poise and composure dealing with senior field and corporate leaders, combined with excellent written and verbal communication skills that are persuasive will be key to success

  • Creative problem solver with the ability to align various stakeholders on common goal for customers and business impact

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