Executive Vice President, Customer Success, Support & Services

Top executive

Career Explorer · Customer Success, Support & Services · Customer Success, Support & Services Executive Leadership

M8 · Executive Vice PresidentIndividual contributorExecutive Vice President

Rare enterprise executive level

What the role involves

Autonomy: Company-wide major pillar
Scope: Company-wide major pillar
Time horizon: 5+ years
Expertise and judgement: Co-owns enterprise strategy and operating model with C-suite
Expected impact: Company-wide performance and strategic positioning

Expected skills (22)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (11)

Skill	Importance	Target	What that level looks like
Coaching Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Decision making Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Delegation Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Executive communication Communication & Influence	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Feedback delivery Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Risk judgment Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Stakeholder management Communication & Influence	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Strategic thinking Thinking & Judgment	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Talent development Collaboration & Leadership	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Conflict resolution Communication & Influence	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Inclusive leadership Collaboration & Leadership	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.

Professional (11)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Financial acumen Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Performance management Business & Strategy	Core	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Adoption management Customer & Services	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Consulting Customer & Services	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Customer health management Customer & Services	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Customer success planning Customer & Services	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Escalation management Customer & Services	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Executive business reviews Customer & Services	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Resource management Program, Risk & Sustainability	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.
Service delivery management Customer & Services	Supporting	P5	Defines enterprise or industry practice, develops other experts and shapes strategy through the skill.

Career ladder

Reached from

This is the family's entry point.

Next steps

Chief Customer OfficerM9Management promotion
Move from EVP to C-level statutory/enterprise accountability; own vision, governance, culture, capital allocation, external trust and long-term viability.

C-level appointment depends on enterprise need, governance, succession and demonstrated officer-level accountability; it is not an automatic tenure step.

What changes to advance

Move from EVP to C-level statutory/enterprise accountability; own vision, governance, culture, capital allocation, external trust and long-term viability.

Source: SFIA; Microsoft Careers; PMI · EX11-M8