TELECOMMUTE Customer Success & AI Transformation Lead

Customer Success Leadership

· Develop and execute customer success plans aligned to strategic business objectives.

· Act as the primary customer advocate, ensuring successful adoption and consumption of Microsoft technologies.

· Establish executive and stakeholder relationships across IT, Security, Architecture, Operations, and Business Leadership teams.

· Conduct business reviews, success planning sessions, and value realization workshops.

· Drive customer satisfaction, retention, renewal, and expansion opportunities.

Technology Deployment & Adoption

· Lead planning and deployment of Microsoft cloud solutions, including:

o Microsoft 365

o Microsoft Copilot

o Teams

o SharePoint Online

o Exchange Online

o OneDrive

o Power Platform

o Azure Services

Microsoft Security Solutions

· Manage deployment roadmaps, project milestones, risk mitigation, and stakeholder communications.

· Coordinate technical resources, engineers, partners, and customer teams to ensure successful delivery.

· Oversee pilot programs, proof-of-concepts, and production rollouts.

Copilot & AI Transformation

· Guide customers through Microsoft Copilot readiness assessments.

· Develop adoption strategies that maximize business value from Generative AI solutions.

· Identify business processes suitable for AI-assisted productivity improvements.

· Lead governance, security, compliance, and change management discussions related to Copilot deployments.

· Measure and report Copilot adoption and business impact metrics.

Governance, Compliance & Risk Management

· Ensure deployments align with security, regulatory, and compliance requirements.

· Partner with customer security and compliance teams to address governance considerations.

· Drive best practices around identity, information protection, data governance, and AI security.

Change Management & Enablement

· Create user adoption and training strategies.

· Deliver executive briefings, workshops, and enablement sessions.

· Build Centers of Excellence and champion networks.

· Support organizational change initiatives that accelerate technology adoption.

· 5+ years of experience in Customer Success, Technology Deployment, Technical Account Management, Consulting, or Digital Transformation roles.

· Experience leading enterprise Microsoft cloud deployments.

· Strong knowledge of:

o Microsoft 365

o Microsoft Copilot

o Teams

o SharePoint

o Exchange Online

o Azure

o Power Platform

o Microsoft Security Solutions

· Experience managing executive customer relationships

· Strong project management and stakeholder management skills.

· Excellent communication and presentation abilities.

· Experience driving adoption, usage growth, and business outcomes.

Preferred Qualifications

Microsoft certifications such as:

· Microsoft Certified: Fundamentals, Associate, or Expert certifications

· Copilot Certification

· Azure Certifications

· Security Certifications

Key Skills

· Customer Success Management

· Technology Deployment

· Microsoft 365

· Microsoft Copilot

· Digital Transformation

· Executive Stakeholder Management

· Change Management

· Cloud Adoption

· Security & Compliance

· Project & Program Management

· Business Value Realization

· AI Enablement

· Cross-Functional Leadership

Success Metrics

· Customer Satisfaction (CSAT)

· Adoption and Usage Growth

· Copilot Activation and Consumption

· Deployment Success Rate

· Renewal and Retention Performance

· Health Executive Relationship