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Customer Experience Leader - Asia
Full-time
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. 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.
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. In this role you will create a customer-aligned support model ensuring key customers' specific support needs are understood and met across the area of responsibility.
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.
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.
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.
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 and customer success or delivery organizations at scale.
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.
Strong focus on end-to-end accountability for customer outcomes.
Ability to lead in high-pressure situations with clarity and composure.
