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Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft is investing in a dedicated Customer Success team that will help Microsoft customers successfully adopt Microsoft Cloud solution and services.
We are looking for a Customer Success Manager responsible for driving the successful adoption and expansion of Microsoft 365 with an emphasis on Microsoft Teams. This role will create customer value through usage, and create the conditions for optimal renewal and upsell growth.
This Customer Success Manager role will cover managed Modern Workplace customers in their area. This is an exciting role that will help create bonds with our Enterprise customers and will fuel customer success, retention, growth, renewal and inoculate us against the competition. Key responsibilities include:
Through your leadership skills drive Microsoft 365 usage with a focus on Microsoft Teams
Securing organizational intent to use Microsoft Teams through influencing BDMs and ITDMs
Learn , share and growth hack use cases to acceletate organizational adoption of Microsoft 365 , leading with Microsoft Teams.
Build, maintain and leverage strong relationships with Key Decision Makers (BDMs + ITDMs) within each customer to influence adoption
Drive end-user excitement to create viral adoption (e.g. excitement days, champions programs)
Act as the single point of accountability for Teams Monthly Active Usage (MAU) within the customer; while proactively identifying new workloads and expansion opportunities
Operate as One Microsoft by engaging workload experts (e.g., TSP, ATS, Engineering, FastTrack/ENG, TAMs, partners, etc.) to drive business outcomes and incremental value creation
Clearly define BDM/ITDM business outcomes and build a high quality “success plan” inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them
Lead customer consumption governance for BDMs through proactive partnership with customer v-team
Lead Microsoft Teams internal alignment/ROB for all assigned customers through proactive partnership with Microsoft v-team
Represent the technical “Voice of the Customer” within Microsoft to inform and influence engineering, and document business-value driven customer success stories and shared practices
Activate Microsoft Account Team when new sales opportunities (Upsell or Cross-Sell) are generated through consumption engagements with BDM
Experiences Required: Education, Key Experiences, Skills and Knowledge:
2+ years of experience in consultative selling. Experience in consulting or pre-sales, experience in both is ideal
PROSCI certification and/or change management expertise preferable
Ability to map the customer’s business process to product capability
Experience in running governance of complex deployment and usage projects within large organizations
Strong technical understanding of Microsoft 365 and PowerApps workloads
Top-notch executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
Deep passion for making others successful
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.