Full Job Description
Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simply couldn’t anywhere else. This is a world of more possibility, more innovation, more openness, and sky’s-the-limit thinking – a cloud-enabled world.
Our mission is to empower every person and every organization on the planet to achieve more. This mission is ambitious and at the core of what our customers and employees care deeply about. We have unique capability in harmonizing the needs of both individuals and organizations. We deeply care about taking our ideals and vision global and making a difference in lives and organizations in all corners of the planet.
We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other’s ideas, because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
To learn more about Microsoft’s mission, please visit: https://careers.microsoft.com/mission-culture
Check out all of our products at: http://www.microsoft.com/en-us
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 the South East specializing in Voice , Video, Calling and Collaboration. This is an exciting “Blackbelt” 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:
Drive Microsoft 365 usage through Microsoft Teams by articulating Microsoft’s vision and strategy of next generation of enterprise communications of voice, video, calling and collaboration .
Be seen as the South Customer Success Unit expert in Teams Voice, Video, Calling and Colloboration through your evangelism work both in customer presentations and social media outreach.
Operate as One Microsoft by engaging other workload experts (e.g., TSP, ATS, Engineering, FastTrack/ENG, TAMs, partners, etc.) to drive business outcomes and incremental value creation
Clearly define the Modern Collaboration solution outcomes and build a high quality “success plan” inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them
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 customer.
Experiences Required: Education, Key Experiences, Skills and Knowledge:
Demonstrated expertise in major Voice, Data, and Video technologies.
Superior evaganlism, presentation and demo skills ,2+ years of experience in consultative selling. Experience in consulting or pre-sales, experience in both is ideal. +7 years domain experience.
Superior knowledge in Teams/Skype, fixed and mobile communications and collaboration workloads
Deep experience in Telecom Service Providers/Carriers, networking, wireless technologies, voice and data platforms, UC&C applications, unified messaging platforms, IVRs/Contact Centers, Compliance recording solutions, cloud and hybrid architectures, and security/privacy/compliance topics
Ability to engage in highly volatile situations and bring them to the successful closure by setting the proper technical strategy and orchestrating diverse virtual teams, including marketing, engineering, support, and sales resources
Broad experience with and knowledge of modern enterprise architecture – enterprise-scale experience with cloud/on-premises/hybrid infrastructures, heterogeneous client OS & device environments, productivity solution architecture and design, and migrations
Deep knowledge of identity, authentication, security, privacy, and compliance topics with regards to cloud and hybrid productivity solutions
PROSCI certification and/or change management expertise preferable
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.