Director - Customer Success & Cloud Enablement

Introduction to Role

Join us as Director, Customer Success at AstraZeneca, where we turn ideas into life-changing medicines. Working here means being ambitious, thinking big, and collaborating to make the impossible a reality. We're passionate about the potential of science to address the unmet needs of patients around the world. We commit to those areas where we believe we can really change the course of medicine and bring big new ideas to life.

This is an exciting opportunity to join our Cloud Enablement team, working with colleagues across AstraZeneca to get the best value from our multi-cloud environments. The role is suited to someone with a passion for new tech in the cloud and is looking for responsibility, ownership, and variety. You will be regularly challenged with new technologies, services, and ways of working in a large enterprise-scale environment.

Accountabilities

As part of a global team, we are looking for a Director, Customer Success to work primarily with AWS, Azure, and GCP technologies to enable project, product, and platform teams to bring value to AstraZeneca through the use of Cloud. The Director, Customer Success is accountable for customer success and experience, ensuring that AstraZeneca can successfully access Cloud Enablement's services and capabilities.

As the Customer Success Lead, you will play a critical role in making sure the public face of Cloud Enablement is clear, accessible, and relevant. You will drive cloud fluency and education programs to ensure AstraZeneca remains at the forefront of cloud innovations. You will be accountable for driving up customer satisfaction and making sure feedback loops are in place to guide our priorities and roadmaps. You will use your expertise to provide strategic advice, create effective communications plans, and ensure our objectives align with AstraZeneca's key priorities. Your efforts will help enhance our digital capabilities, drive scalability, and improve operational efficiency.

Essential Skills/Experience

• Cloud Fluency & Education: Work with stakeholders to define and implement comprehensive cloud fluency strategies that align with business objectives and technological advancements.
• Customer Satisfaction: Champion "the customer" and develop feedback mechanisms to understand and respond to customer sentiment and priorities. Prepare regular reports to provide insights and recommendations for improvement.
• Customer Experience: Monitor opportunities for improvement and sponsor and/or deliver initiatives that improve the experience.
• Campaign & Engagement Management: Define and deliver campaigns that drive up cloud fluency, customer sentiment, and cloud adoption. Own and develop the Cloud Centre for Excellence, fostering productive relationships across the cloud community.
• Process Improvement: Through the eye of the consumer, analyze current cloud business processes and implement improvements to enhance efficiency, service delivery, and overall performance.
• Brand Advocacy: Promote Cloud Enablement, engendering confidence in the brand; use digital channels and collaborate with cross-functional teams to create awareness of our services and capabilities.
• Stakeholder Management: Ensure key stakeholders are identified and managed appropriately. Ensure opportunities and challenges are understood relating to cloud adoption and access to Cloud Enablement services.
• Innovation and Trends: Stay informed about emerging cloud technologies and best practices to advise the organization on potential impacts and opportunities.

Collaboration & Communication

• Strong collaboration skills with cross-functional teams.
• Ability to work closely with developers, operations, and other stakeholders.
• Effective communication of design decisions and rationale to non-technical and senior stakeholders.

Styles, Values, and Attitudes

• Recognize that our work is part of a value chain supporting patients in need – urgency is needed.
• Must have a positive can-do approach.
• Prepared to adjust known methods to fit in with processes, customer requirements, and find new ways of doing things.
• Know when to take initiative, speak up, and be prepared to do so.
• Passion to learn and develop new tech skills as required supporting the multi-cloud environment.

Qualifications & Skills

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Familiarity with cloud platforms (e.g., AWS, Azure, Google Cloud) and associated services.
• Strong written and verbal communication skills.
• Experience working in agile teams using methodologies such as SCRUM and SAFe and use of Jira and Confluence.
• Proficiency in data analysis to inform strategy and decision-making.
• Understanding of social media analytics tools and platforms.
• Ability to manage multiple projects and priorities in a dynamic environment.

Location

📍 Guadalajara (hybrid - Expectation of working in the office 3 days a week)

When we put unexpected teams in the same room, we unleash bold thinking with the power to inspire life-changing medicines. In-person working gives us the platform we need to connect, work at pace and challenge perceptions. That's why we work, on average, a minimum of three days per week from the office. But that doesn't mean we're not flexible. We balance the expectation of being in the office while respecting individual flexibility.

Why AstraZeneca?

AstraZeneca offers an environment where innovation thrives. We are proud of our diverse team that brings together different backgrounds, skills, and experiences. This diversity fuels fresh perspectives that challenge the status quo. Here you will continuously learn while making a significant impact on patients' lives worldwide.

Ready to make a difference? Apply now!

Where can I find out more?

Our Social Media:

• Follow AstraZeneca on LinkedIn: https://www.linkedin.com/company/1603/
• Follow AstraZeneca on Facebook: https://www.facebook.com/astrazenecacareers/
• Follow AstraZeneca on Instagram: https://www.instagram.com/astrazeneca_careers/?hl=en

AstraZeneca is an equal opportunity employer. AstraZeneca will consider all qualified applicants for employment without discrimination on grounds of disability, sex or sexual orientation, pregnancy or maternity leave status, race or national or ethnic origin, age, religion or belief, gender identity or re-assignment, marital or civil partnership status, protected veteran status (if applicable) or any other characteristic protected by law. AstraZeneca only employs individuals with the right to work in the country/ies where the role is advertised.