Security Director - Customer Success

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Director Customer Success - Security, Compliance & Identity Solution Area Lead

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Security, data protection, and privacy are vital pillars in our mission. 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.

We are looking for a highly motivated and passionate Leader to lead our Security, Compliance, and Identity Solution Area in the Customer Success Unit. This leader will oversee three teams across all industries to support our Cybersecurity business and initiatives in Germany. This is a customer-facing role, managing the teams that are the faces of the overall technical relationship and strategy between the customers and Microsoft. Your teams will own Security customer engagements, including architecture, implementation, and production. The ideal candidate will have experience in building teams of customer-facing roles with technical expertise in security.

• Significant experience in technical sales, engineering, or consultative delivery.

• Extensive experience in people management and building and leading high performing teams

• Experience in driving change management, transformation, and technical adoption.

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

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

Technical

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

• Strong technical understanding of Microsoft Security Solutions and of competitors.

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

• Demonstrated Technical leadership through prior technical leadership roles

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

Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, Business, Liberal Arts, or related field and experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting

• Master's degree in computer science, Information Technology, Engineering, Business, or related field and experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting

• experience working in a customer-facing role (e.g., internal, and/or external)

• experience leading technical projects, teams, or functions

• technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications)

• people management experience, including managing First Line Managers, technical sales managers, and/or technical architect managers

• You will lead your team to deliver customer objectives & Microsoft business targets. Lead them through change using the Demonstrated Capabilities framework and deliver positive Customer Satisfaction, and coach them to become trusted advisors to customers and partners, by leveraging Security expertise across M365 and Azure to enable defined Customer Success Plan outcomes.

• You will coach the team to understand customer objectives and how Unified accelerates value realization and guide the team to drive positive Customer Satisfaction & share feedback/insights from customers/partners.

• You will coach the team to develop opportunities driving Customer Success business results by working with technical decision makers ensuring they understand Microsoft's security value proposition and get value from their investment in Microsoft technology through deep business understanding of security solution plays and customer scenarios.

• You will coach the team to identify resolutions to issues blocking go-live of customer success projects by leveraging security technical subject matter expertise. Support them to lead technical conversations with customers to drive value from their MS investments, by delivering all work according to MS best practices and policies and using repeatable Intellectual Property (IP) and run your business and develop your team to meet customer needs and Microsoft business targets. Coach team to deliver according to MS best practices & using repeatable Intellectual Property (IP).

• You will foster a continuous self-learning culture and drive technical intensity, driving team to enable customers to realize desired business outcomes, including innovation. Model impactful community engagement and coach team to contribute to repeatable IP.

• You will leverage your ability to apply principles, systems, tools, and strategic insights to sustainably improve key performance metrics (KPIs) and drive operational efficiencies and coach the team on situational fluency (Interpersonal Flexibility) by studying your customer, understanding the situation, "reading the room" and reacting accordingly as you coach the teams on how and when to pivot customer/ internal conversations based on what you observe in your environment.

• You will leverage the breadth of your technical experience and knowledge in foundational security, foundational AI, architecture design, with depth Subject Matter Expertise in security to deliver the end-to-end security story for Microsoft, highlighting the value proposition using your experience in security and expertise around related technologies and concepts such as Zero Trust, threat management, SOC monitoring (SIEM / SOAR), and Extended Detection & Response (XDR) + SIEM, Cloud Security, and Identity.