Jeff Wilson
Americas Customer Success Regional Business Lead - Support @Microsoft
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WORK HISTORY
Americas Customer Success Regional Business Lead - Support @Microsoft
Responsible for implementing large-scale and delivery change management programmes inside a $2.5B Customer Success business. Partnered with and coached worldwide executive stakeholders to programmatic success, including subsidiary Customer Success GMs, Area Leads and Time Zone VPs. Defined programme and implementation strategy as part of a cross-functional team of global Customer Success Directors, leading upcoming global changes in the delivery of Support Services to Enterprise Customers. Defined change managements to drive adoption of delivery excellence and methodology standards and deliverables for delivery to external customers. Led a cross-functional and multi-organisational team of directors executing Support Delivery Health across staffing, execution and enablement through consistent processes, motions and tasks. Drove changes in core priorities, execution strategies, and qualitative and quantitative measurement of delivery resources, managers and directors. Defined implementation and measurement plan for upcoming fiscal year. Acted as Time Zone program deployment lead for major changes in our delivery of our Enterprise Support offerings and programs. Managed GM and Subsidiary lead stakeholders through a weekly and monthly cadence. Liaised with Corporate Stakeholders and Field Stakeholders, tracking and solving programmatic issues to ensure deployment success. Monitored KPIs to guide prioritization of reinforcement and/or additional leader coaching activities.
EDUCATION
Michigan State University
BA, Hospitality Business
Eastern Michigan University
MBA, International Business
Eastern Michigan University
Bachelor of Business Administration (BBA), Computer Information Systems
Eastern Michigan University
Bachelor of Business Administration - BBA, Computer and Information Sciences and Support Services
SKILLS
ABOUT JEFF WILSON
I am a customer success leader in both sales and delivery, experienced with the creation,…
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