Director of Executive Customer Engagement

Customer and Partner Engagement  

• Proactively plan and manage Financial Services (FSI) CVP engagement with customers and partners, aligning with organizational strategy, goals, and objectives. Use leadership direction and industry trends to advocate for and influence sponsorship, creating and executing plans to shift priorities to new initiatives within industry space. Define and communicate the vision and strategy for change, ensuring organizational buy-in and adoption. Develop necessary materials to support key stakeholders and onboard others. Partner with Human Resources (HR) to drive training, reskilling, and role mapping. 

• Provides subject matter expertise to collect and evaluate success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs], such as acquisition, usage, impact, effectiveness, customer feedback), to monitor programs and ensure all activities align with business and program objectives.  

• Run and effectively triage process for all customer engagement requests from the field. Coordinate and manage to closure all customer escalations directed towards the CVP including conducting due diligence across field teams, organizing resources to resolve, preparing and summarizing info to the leader, engaging the right owners or Subject Matter Experts (SMEs) who should take execution ownership of resolving the issues.  

• Plan and support customer and partner visits to the Microsoft Executive Briefing Center (EBC) where the CVP is engaged. Ensure the engagements are appropriately leveled and supported with content and insights that address the team’s and the customer’s most critical and strategic priorities.  

• Ensure all executive engagements/field visits at CVP level and above are run smoothly with the right customers / partners engaged and productive meeting outcomes achieved. Leverage monthly business review revenue (MBR) to drive strategic and overall performance decisions with stakeholders and runs rhythms regularly to identify what is working and what is not and makes improvements accordingly. 

• Act as a single point of contact aligning with local teams and stakeholders to prepare for site visits, working directly with associated Executive Offices from planning to execution, and driving follow up actions and communications.  

• Maximize CVP customer, partner, and field engagements during domestic and international travel, including aligning with local teams and stakeholders to prepare for site visits, prepping the leader, and driving follow up actions and communications.  

• Coach account teams on exec engagement strategy, including overseeing all requests from Americas accounts for the upper-level Leadership Team.  

• Actively participate in the Americas Customer Engagement and Communication Community, leveraging best practices and actively contributing to process improvements.   

 Executive Communications (Internal and External) 

• Lead, create and execute the FSI OU communications strategy (internal & external), including messaging framework and overall plan. 

• Construct, plan and execute executive communication support including leader messaging and development, org and employee communications (e.g., Town Halls/newsletters/events), internal and external presentation and content support.  

• Develop a rhythm of communication that builds upon the Americas and Microsoft Customer and Partner Solutions (MCAPS) communication plan and drives clarity and engagement for the organization.  

• Own the creating of executive content: including scripts, talk tracks, videos, and social media amplification plans.  

• Build momentum, excitement and inspire action in the field through the voice of the VP with relevant communications sent proactively and with predictable frequency. 

• Candidate should be comfortable with business & creative writing, executive PowerPoint development, and production of executive level narratives. Candidate should be experienced with the use of AI as a tool and experienced at editing content to create effective and authentic communication 

• Bachelor's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR equivalent experience.

Additional or preferred qualifications