Cloud & AI Platform Customer Success Leader- CTJ- Top Secret

About the role

Provides strategic leadership on value-based delivery of well-architected (e.g., secure, resilient, artificial intelligence [AI]-enabled) solutions to grow Azure consumption across the Federal landscape by emphasizing the importance of adoption economics and delivering true customer value.

Provides leadership to define the execution plan to connect sales planning and execution through delivery planning and execution, aligned with customer and business priorities to achieve consumption and usage targets, ensuring robust security oversight.

Drives collaboration across the US Federal team in delivering Customer Success for our customers, with the help of the broader team (e.g., Services, partners, CSU team, Account Team Unit, Solution Team Unit, Engineering), engaging with customers to elicit feedback and agreement, and ensuring integration with the broader account plan process.

Cultivates an active, global network of partners through orchestration with Global Partner Solutions (GPS) to drive consumption, usage, and deliver customer value. Shares a vision to guide orchestration across Solution Areas and stakeholders (e.g., Specialist Team Unit [STU], Customer Success Unit [CSU], Account Team Unit [ATU], Global Partner Solutions [GPS] within the US Federal org) to drive usage and consumption outcomes.

Ensures business financial performance realization across the Federal business through an emphasis on operational excellence and rigor (e.g., pipeline management, execution, ownership of customer journey). Facilitates the model and leads comprehensive integration of Services resources to deliver on comprehensive consumption execution model.

Advocates to drive customer technical requirements with corporate product and engineering teams.

Builds and maintains a network with senior technical decision makers (e.g., Chief Information Officer [CIO], Chief Information Security Officer [CISO], Chief Technology Officer, Chief Architect, technical fellows) to provide technical and operational guidance on technology trends, bridge understanding of identity, security, compliance, operational and risk requirements and influence decision making across relevant teams (e.g., CIO, CISO), and accelerate continuous cloud adoption at scale.

Leverages deep technical knowledge, technical team members, and peer connections to establish and elevate trusted and influential relationships with customer decision makers (e.g., Chief Executive-level) for large and/or high-impact customers to drive customer adoption in mission critical areas.

Leverages credibility and expertise to act as executive-level technical sponsor and leader for customers and partner ecosystem to continuously evolve and grow through the digital transformation journey (e.g., increase usage/consumption to drive customer expansion, upsell and renewal recapture rates).

Supports Customer Success Unit (CSU) community-building internally and externally by providing community thought leadership and orchestrating with professional network to promote learning. Delivers people management success through modeling, coaching, and caring. Invests in the growth of others.

Promotes intentional talent management strategy and champions a culture of customer-centricity, accountability, collaboration, and achieving big bold goals. Defines long-term strategies aimed at change and cultural transformation within the area of accountability as a coach, mentor, or program leader.

Provides vision and leadership in the strategic development and implementation of succession and development plans that enhance technical sales acumen and capabilities across the organization.

Master's Degree in Business Management, Engineering, or related field AND 12+ years experience in technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success OR Bachelor's Degree in Business Management, Engineering, or related field AND 14+ years experience in technology leadership, consulting/professional services, product strategy, business leadership, sales, or directly within Customer Success 8+ years engineering and/or technology experience (e.g., technology field, Services, Consultant, Specialist Team Unit, Technical Sales, system integrators, developer, project manager, sales).

5+ years people management experience. These requirements include, but are not limited to the following specialized security screenings: - The successful candidate must have an Active U.S. Government Top Secret Security Clearance. 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. Citizenship & Citizenship Verification: This position requires verification of U.S citizenship due to citizenship-based legal restrictions.

Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government clearance.

Master's Degree in Business Management, Engineering, or related field AND 14+ years experience in technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success OR Bachelor's Degree in Business Management, Engineering, or related field AND 16+ years experience in technology leadership, consulting/ professional services, product strategy, business leadership, sales, or directly within Customer Success OR equivalent experience.

7+ years people management experience. 4+ years experience in professional services, customer success, sales, and/or customer service. 4+ years experience in complex project management and/or customer account management (e.g., leading/orchestrating virtual teams).

Federal cloud compete and positioning experience Ensures the organization expands learning on new adoption frameworks and new platform capabilities that cross both technical and business value conversations, including security and resiliency. Ensures the team identifies the right partners to delivery and execute on customer vision.