Customer Experience Leader - Asia

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us. We provide industry-leading products and services, and a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes. As a Customer Experience Leader for Asia, you will lead an organization with deep product knowledge that resolves customer technical issues. You will own the customer relationship from a support standpoint and enable your teams to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and improve your customer relationship management and leadership skills. You will develop deep technology industry knowledge and become adept at leading a large organization of diverse teams.

In this role you will create a customer-aligned support model ensuring key customers specific supports needs are understood and met across the area of responsibility. Helps to drive the development of the organizations overall strategy and ensures strategy landing within own organization.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Senior leadership role focused on leading customer-facing technical and service leaders, with a strong emphasis on customer experience, crisis leadership, and executive engagement.

This role operates at the intersection of delivery excellence, technical depth, and customer experience, spanning three areas:

• Leading critical customer situations and ensuring strong outcomes
• Driving proactive service and customer success models
• Managing executive-level customer engagement
  
  

Customer Context and Stakes

• Working with large, complex enterprise customers across industries, including strategic and high-impact accounts
• Customers expect strong executive ownership, transparency, and accountability, particularly during critical situations
• Role requires operating in environments with high visibility, complexity, and business impact
  
  

Success Measures

• Improved end-to-end customer experience and satisfaction across key accounts
• Transformation of challenging customer situations into long-term, trusted relationships
• Shift from reactive escalation handling to proactive, prevention-led engagement models
• Strengthening customer outcomes through better architectural readiness, operational discipline, and crisis preparedness
• Contribution to evolving service delivery toward AI-enabled, scalable, and data-driven models
  
  

In this role you will create a customer-aligned support model ensuring key customers specific supports needs are understood and met across the area of responsibility. Helps to drive the development of the organizations overall strategy and ensures strategy landing within own organization. Actively drives diversity and inclusion (D&I) and fosters global culture and mindset within the organization. Ensures that learning asks are reasonable and relevant as well as aligned with strategic goals of the business before setting clear readiness and learning objectives for the organization. Ensures that employee communities are built, strengthened, and supported for globally inclusive connections.

Establishes the operational strategy for their own organization, demonstrates agility while selecting subordinate organizations to implement, and secures and allocates resources that improve customer and employee experience and financial return on investment. Helps secure funding for the headcount plan of record. Uses data-driven analysis and actionable insights to make decisions that drive operational/business outcomes. Drives and influences others to facilitate the creation of the tools, proactive/diagnostic, and automation assets required to deliver world-class service to global customers. In addition, this role has people-management responsibilities, including driving employee growth and development, executing projects, and managing performance.

Qualifications

• 15+ years of experience in roles such as:
• Technical Account Management / Customer Success
• Service Delivery / Consulting / Support Leadership
• Strong track record of leading:
• Complex, high-stakes customer engagements
• Customer success or delivery organizations at scale
• Digital transformation or large technology implementations
• Experience in platform, cloud, or enterprise technology environments (hyperscalers, ISVs, consulting, digital-native orgs)
• Executive presence with ability to engage CIO/CTO/CXO stakeholders
• Exposure to AI / modern technology ecosystems and their customer impact preferred
• Leadership Style and Accountability
• Strong focus on end-to-end accountability for customer outcomes
• Ability to lead in high-pressure situations with clarity and composure
• Transparent, consistent, and trusted communication
• Capability to absorb complexity and customer pressure, turning it into structured action
• Demonstrated ability to convert critical situations into long-term trust and partnership
  

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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