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Customer obsessed business leader with a strong track record of attracting, developing and retaining great people while developing high performance organizations landing strategic and operational wins. Consistently makes impact while operating with intensity, integrity, business and operational insight, teamwork and creativity. Leads transformative experiences that begin with strategy and deliver high impact measurable results. Extensive services experience across every lifecycle and customer audience including enterprise, developer and consumer both on premise and with cloud services.Proven competencies in customer success, driving adoption, mobilizing change, customer success, global sourcing, service delivery operations, strategic initiative alignment, business strategy, recruiting, developing and retaining high performers, industry alliance development, mission critical services, commerce systems support, customer experience design, project planning, support sales & consumption, mobile app support experience, digital & social media strategy, budget leadership
Microsoft
View- Website:
- microsoft.com
- Employees:
- 231118
- Company phone:
- 0124 415 8000
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MicrosoftKirkland, Wa, Us
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Americas Customer Success Leader, Microsoft CloudMicrosoft Jan 2017 - PresentRedmond, Washington, UsLead Americas FastTrack Center customer success service (400+ org) designed to help businesses envision, adopt and more rapidly realize the value of our Microsoft Cloud services. Fully utilize the company’s immense IP and assets across partners, Microsoft Enterprise services, field sales organizations and product business groups partners. Secured +$3M in annual savings < 4 months in order to reinvest in strategic experiences
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Senior Director, Worldwide Consumer SupportMicrosoft Jul 2012 - Jan 2017Redmond, Washington, UsLed experience design and operational readiness for product portfolio impacting 600M Microsoft consumers WW. Used data-driven scenario-based approach to influence smart investments in product improvements, self-help, community, social and assisted support channels. Equipped WW teams to restore company trust and drive product consumption through swift resolution and “do more” conversations across 12m touch points annually. Incubated mobile support experiences demonstrating 31% cost reduction and >75% customer satisfaction. Governed +$200M business to target including 10% YOY savings and $10M CLV attainment
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Senior Director, Europe, Middle & Africa RegionMicrosoft Nov 2013 - Jan 2014Redmond, Washington, UsStabilized European Regional Service Delivery overall support operations while moving the business forward following supplier footprint realignment and organizational shifts. Swift supplier coaching and employee mentoring restored customer satisfaction and employee morale. Recruited high performing regional leader with continued gains in customer satisfaction, employee health and P&L.
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Director, Worldwide Ecommerce SupportMicrosoft Feb 2011 - Jun 2012Redmond, Washington, UsLed design and deployment of WW support experience of developer and consumer apps and services for Microsoft's commerce platform. Engaged engineering and marketing teams to define our strategy, build the business model, land demand forecasts, mobilize WW support teams, online safety systems and outage management. Reduced company risk and drove $7M savings with App developer and consumer satisfaction ratings >75% customer satisfaction.
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Director, Commercial Technical SupportMicrosoft Jul 2005 - Feb 2011Redmond, Washington, UsLed WW teams delivering advanced technical support to Fortune 500 companies. Managed highly technical developer engineers that built Windows Server hot fixes. Mobilized rapid deployment of resources on site during mission critical situations 24x7. Led investigation, deployment and operationalizing of nearshore and offshore FTE and contract teams to India. Instituted changes in Microsoft products and operating procedures to restore company trust. Built strong industry alliances and reduced overall time to resolution of days to hotfix by 50% over 4 years.
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Microsoft Campus DirectorMicrosoft Jun 2005 - Jun 2010Redmond, Washington, Us1200+ employee Charlotte Campus Director leading industry, government, non-profit partnerships while shepherding community investments $2M annually. Sponsored innovative campus-wide morale building activities and implemented smarter facilities investments. Site operational facility cost per head reduced by 22% over 4 years.
Stephen Sorenson Skills
Stephen Sorenson Education Details
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Stanford University Graduate School Of BusinessCorporate Innovation -
Queens University Of CharlotteBusiness
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University Of South Carolina Darla Moore School Of BusinessBusiness Administration - Major In Marketing & Mis
Frequently Asked Questions about Stephen Sorenson
What company does Stephen Sorenson work for?
Stephen Sorenson works for Microsoft
What is Stephen Sorenson's role at the current company?
Stephen Sorenson's current role is Customer Success Leader.
What is Stephen Sorenson's email address?
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What is Stephen Sorenson's direct phone number?
Stephen Sorenson's direct phone number is +1.425.882*****
What schools did Stephen Sorenson attend?
Stephen Sorenson attended Stanford University Graduate School Of Business, Queens University Of Charlotte, University Of South Carolina Darla Moore School Of Business.
What are some of Stephen Sorenson's interests?
Stephen Sorenson has interest in Investing, Scuba, Striving For Dad Of The Year, Raising My Daughters, Reading, New Technologies, Snow Sking, Snowmobiling.
What skills is Stephen Sorenson known for?
Stephen Sorenson has skills like Leadership, Strategy, Enterprise Software, Outsourcing, Management, Business Development, Cloud Computing, Partner Management, Program Management, Project Planning, Microsoft Technologies, Training.
Who are Stephen Sorenson's colleagues?
Stephen Sorenson's colleagues are Mr Rony, Hanifah Aulia, Eden Hazard, Angelyn Haprilla, Abalfazl Entezari, Harsha N, Kurt Nilsson.
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