Vaibhav Shah

Customer and partner success leader for a strategic portfolio, responsible for orchestrating the delivery of Microsoft's Premier Support for Partners (PSfP/ASfP) offerings. Directly accountable for ensuring service value realization, consumption and adoption growth, and strategic partner engagement across Microsoft's cloud portfolio.

Key Responsibilities & Achievements:

• Own and manage a $1M+ support portfolio across India’s top-tier partners—Global System Integrators (GSIs), Licensing Solution Providers (LSPs), Distributors, and MSPs—ensuring consistent YoY contract renewals (95–100%) and long-term account growth.
• Drive strategic partner success planning by aligning Microsoft’s support delivery with each partner’s business objectives, cloud transformation roadmaps, and go-to-market strategy across Azure, Microsoft 365, and Security workloads.
• Lead proactive support engagement, including Service Reviews, Delivery Planning, and Health Assessments to enhance partner capabilities, reduce time to resolution, and improve overall service experience.
• Accelerate cloud adoption and consumption by identifying opportunities for advanced technical enablement, workload expansion, and optimization of existing services—leading to 2X–3X growth in partner-led deployments and delivery.
• Serve as the trusted advisor and escalation leader, working closely with Partner Leadership, Microsoft Engineering, Product Groups, and Field Sales teams to manage mission-critical incidents, ensure rapid recovery, and minimize business disruption.
• Enable partner readiness and capability building by organizing delivery workshops, onboarding sessions, and joint skilling initiatives tailored to partner business models and solution focus areas.
• Support strategic initiatives and transformation by championing internal cross-team collaboration and driving operational excellence across service teams, field sellers, and partner programs.
• Recognized for partner-centric approach and consistent delivery of high partner satisfaction scores (CSAT > 95%) through excellence in relationship management, problem-solving, and execution.
  

As a Services Account Manager, I led strategic partner engagements across India, driving cloud adoption and business transformation through Microsoft’s Advanced Support for Partners (ASfP). My role spanned service delivery excellence, partner enablement, and business development, consistently delivering high-impact outcomes.

• Owned end-to-end success for top-tier partner accounts, delivering Microsoft’s Advanced Support for Partners (ASfP) ensuring strategic alignment, technical enablement, and business outcomes.
• Accelerated partner cloud growth by 2–3X by executing personalized service delivery plans, optimizing Azure adoption, and unlocking presales/deployment blockers.
• Built deep CXO-level relationships, driving joint value realization and ensuring partners leveraged support services for revenue acceleration and customer success.
• Achieved 95%+ year-on-year renewal rates by creating compelling value narratives, influencing decision-makers, and coordinating cross-functional stakeholders.
• Partnered with global engineering, product, and sales teams to resolve critical escalations, reduce time-to-resolution, and safeguard key cloud implementations.
• Led proactive initiatives across partner ecosystems to upskill delivery teams, facilitate deployment readiness, and co-create success roadmaps.
• Recognized for driving exceptional partner satisfaction scores (CSAT) and for championing partner-first practices across Microsoft India’s support organization.

Managed complete Customer Lifecycle Management (CLM) program for Microsoft Dynamics CRM and ERP customers in India, including Enhance plan renewals and partner/customer coordination.

• Consistently surpassed targets, achieving 125%+ support renewal rates while managing a $7M BREP (AMC Plans) portfolio.
• Sustained 95–100% CSAT scores, driving high partner and customer satisfaction through proactive lifecycle management.
• Led 100% renewal closures for West India region ($1.5M+) over two quarters by strengthening stakeholder alignment and demonstrating solution value.
• Delivered personalized CLM engagement plans, resulting in improved product adoption and minimized customer churn.
• Partnered with field sales and BG teams to identify cross-sell and up-sell opportunities, contributing to incremental revenue growth.
• Provided customer insights and adoption metrics to leadership, shaping strategic decisions and enhancing Dynamics GTM strategy in India.

• Spearheaded direct sales and presales efforts for CRM/CX platforms (Oracle, SAP, Salesforce, Microsoft, Zendesk, KANA), creating a $2M qualified pipeline across enterprise and SMC accounts.
• Closed $500K+ in net new deals, introducing cloud-based CX solutions to new customers and developing tailored sales strategies based on customer needs.
• Built and managed strategic alliances with OEMs like Oracle, SAP, Salesforce and Microsoft and other technology partners to expand the company’s presence and co-develop GTM plans.
• Certified in Oracle Service Cloud and SAP Success Factors, with hands-on experience in Salesforce CRM and Microsoft Dynamics 365.
• Led discovery workshops, delivered RFPs/RFIs, and positioned CX Solutions value propositions to CXOs and IT stakeholders.