Customer Success Manager

Last updated 7 days ago
Location:United States
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.

Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.

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

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We are looking for a Customer Success Manager (CSM) Modern Workplace to drive successful adoption and expansion of workloads within her/his accounts. The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing workloads, and identify opportunities in her/his accounts. This role will be based in the Western half of the United States and work with accounts in our Healthcare sector.

Responsibilities

Key responsibilities include:

  • Drive usage growth of "Modern Work" workloads (Microsoft 365 with a focus on Microsoft Teams Meetings and Platform and Apps on Teams) thru Customer Success excellence; reducing competitive threat.
  • Role Model One Microsoft - exceptional cross-team collaboration and communicator. Partner with all required Microsoft stakeholders in the subsidiary to drive CSM and CE role clarity and effective cross-team collaboration.
  • Amplify the Voice of the Customer within Microsoft, representing the customers’ technical interests, generating insights, removing obstacles, and influencing engineering roadmaps.
  • Manage your Area’s coverage and role orchestration model balancing customer needs, future growth and fiscal year usage goals.
  • Drive operational excellence, including timely consumption/utilization opportunity management, Scrum and high-quality reporting and insights through proper tools and channels.
  • Deep engagement with Business Decision Makers and IT Decision Makers (BDM/ITDMs) to deliver business outcomes.
  • Manage and drive usage culture at scale within the local Microsoft subsidiary and the Microsoft partner ecosystem.
  • Identify and document consumption best practices and customer references to further grow the success of the CSM program.

Ensure intense focus on Business Value, Active Usage/Adoption, Renewals and Advocacy

  • Become an expert in the Modern Work methodologies, programs and processes.
  • Build strong client relationships with the appropriate customer executives that support the CSMs engagements. Strengthen that relationship through a deep understanding of the customer’s business needs.
  • Establish a BDM-focused culture.
  • Help remove blockers for the customer.
  • Lead the team to be a proactive, agile and responsive point of contact for the customer and to be an effective technical Voice of the Customer inside Microsoft.
  • Establish a culture that grows account references, advocacy and loyalty for the CSM and CE practice by maintaining high levels of customer success and satisfaction.

Enable Stakeholder Collaboration and Coordination

  • Leads customer consumption governance for BDMs for all assigned accounts, through proactive partnership with customer v-team.
  • Leads Microsoft Teams internal alignment and ROB for all assigned customers through proactive partnership with Microsoft v-team.

Qualifications

Experiences Required: Education, Key Experiences, Skills and Knowledge:

Required Qualifications:

  • 5+ years of experience in customer success or consulting to enterprise customers
  • 3+ years of experience with Microsoft 365 or Microsoft Teams or similar competitive technologies

Preferred Qualifications

  • Proven ability to map the customer’s business process to product capability
  • Top-notch executive engagement and communication skills
  • Proven ability to establish trusted advisor relationships with business decision makers
  • Passion for making others successful
  • Willingness to travel - up to 25%
  • Healthcare knowledge and experience aplus

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.