Digital Customer Success Specialist

Last updated 8 days ago
Location:Fargo, North Dakota, Irving, Texas
Job Type:Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.​ ​

Azure is the most comprehensive, innovative and flexible cloud platform today and Microsoft is seeking talented professionals that will drive customer cloud adoption within the most important companies in the market. 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. ​

As part of our transformation, one of our key areas of focus is the modernization of our sales motions. The Digital Sales organization is a dynamic, digital organization with a mission to accelerate Microsoft’s growth in its cloud-first, mobile-first businesses along with the traditional businesses. This organization is at the forefront of delivering a new sales model leveraging modern technology, big data, and analytics to drive impactful engagements leading to customer success. ​

Do you love working with customers to achieve their business outcomes? Would you love to build expertise around the leading, next generation cloud services? As a Customer Success Specialist (CSM), you will become part of the next generation of sales leaders at Microsoft. With the aid of best-in-class sales processes, techniques and technologies, you will be empowered to shape customer relationships for a strategic set of Microsoft's customers. These customers are adopting industry-leading products and services for their businesses, education systems or governments. You will serve as the central point of contact for the customer across engagements helping to drive Microsoft's existing cloud & enterprise consumption through developing and managing customer relationships.

Responsibilities

  • Business Relationship Owner: Build coalition of support (IT and business) with customer. Define specific technology outcomes that align to customer strategy. ​
  • Digital Transformation Leader and Operational Excellence: Lead, drive and manage engagements for repeatable achievement of revenue and consumption targets. ​
  • Portfolio Management: Manage a dedicated portfolio of customers while preventing churn. ​
  • Operationally Excellent: Follow processes, systems, and documentation as expected; identifies issues or barriers to efficiency. Recommends improvements and partners to implement solutions. ​
  • Value Creator: Identify and articulate business value of role and solutions for customer organization through demonstrations, storytelling, etc. to provide evidence of business value in the customer environment. ​
  • Consumption: Conduct analyses into what customers are using versus needs. Drives greater consumption with customers based on analysis of both usage and needs. Leverages insights to provide guidance and recommendations to customers; drives, retains, and optimizes customer consumption ​
  • Technical Acumen: Apply deep technical knowledge and customer insights to create a modernization roadmap. Architect solutions to meet business and IT needs, ensuring technical viability of new projects and successful deployments, while orchestrating key resources and infusing key Infrastructure technologies ​
  • Executive Presence: Engage with and influence business and IT decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets. Influences others to help meet customer needs and prioritize efforts accordingly. Recognizes systemic issues to resolve. ​
  • Technology Strategist: Leverage best practices to guide customer strategy and future growth for Microsoft by cultivating customer affinity with Microsoft programs/solutions that drive impact for the customer and establishing Microsoft as a leader. Provide feedback to Microsoft on customer development needs, customer blockers, or mitigation strategies. ​
  • Virtual Leader: Orchestrate activities across Microsoft and Partner resources to maximize business results and customer success. ​
  • Customer Obsessed: Be the Voice of the Customer; Share customer insights, best practices, and connect with internal teams to remove key blockers. ​
  • Build Customer Knowledge: Assess the Customers' knowledge of Azure platform and overall cloud readiness to support customers through a structured learning plan and ensure its delivery through partners. ​
  • Leading at the Edge: Leverage social, digital, video, chat, phone and demonstration environments to effectively reach, sell to and manage Microsoft customers ​
  • Cooperative Spirit: Meet and exceed targets for net-new revenue and sales pipeline; Accurately forecasting new usage and/or churn risks that impact portfolio pipeline. ​
  • Continuous Learner: Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community. ​
  • Readiness: Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community ​
  • Microsoft Advocate: Be an Azure Platform evangelist with customers, partners and external communities.

Qualifications

Required:

  • 2+ years sales or customer success experience with technical pre and post sales and/or technical consulting architecture experience preferred.​
  • Demonstrated knowledge of identity, authentication, security, privacy, and compliance for cloud and hybrid solutions. ​

Preferred:

Professional:

  • Track record of building deep technical relationships with senior IT execs in large or highly strategic accounts. ​
  • Strong interpersonal skills, excellent oral, written and verbal communications skills. Ability to successfully communicate with contacts via the phone, email, video and presentations. ​
  • Desire to work in a cooperative environment where one’s growth potential is supported by one’s abilities and attitude. ​
  • Achievement and success-driven personality motivated by performance rewards for exceeding annual sales goals through strategic sales leadership and strong cross business collaboration. ​
  • Solid time management skills and ability to work independently or under supervision with a high level of integrity. ​
  • Understanding of Partner Ecosystems.

Technical:

  • Advanced knowledge of the IT industry, with the capacity to learn and retain knowledge about individual products and business solutions quickly and accurately. ​
  • Azure DevOps Engineer (AZ-400) or Azure Solutions Architect Certified (AZ-303) or prepared to attain certification within 6 months.
  • Broad knowledge of consultative/complex technical sales, deployment projects, architecture, design and implementation. ​
  • Deep domain expertise of cloud infrastructure solutions (i.e. Windows and Linux IaaS, SAP, BCDR, Security, Management, Storage, Networking, OSS, containers and Infra as a code technologies). ​
  • Experience using integrated development environments (e.g. Visual Studio, Visual Studio Code, Eclipse, XCode, WebSphere) targeting Android, iOS, Linux, Windows, public clouds (i.e. Azure, AWS).​
  • Experience using Microsoft Office Suite applications; Dynamics CRM or other CRM experience is a bonus. ​
  • Passion for cloud technologies and changing the world. ​
  • Additional cloud certifications across multiple platforms.

Education:

  • Preferred: Bachelor’s degree in Business, Computer Science, or Information Technology, Engineering, or experience in related field.

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.