Customer Success Manager

Last updated 13 days ago
Location:Boston, Massachusetts, Burlington, Massachusetts, Edison, New Jersey, Hartford, Connecticut, New York, New York, Philadelphia, Pennsylvania
Job Type:Full Time

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 and Power Platform. This role will create customer value through usage, and create the conditions for optimal renewal and upsell growth.

Responsibilities

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:

  • Drive Microsoft 365 usage with a focus on Microsoft Teams and Power Platform
  • Evangelize Teams as a Platform
  • Be the lead for the Teams as a Platform initiatives for the CSM team
  • Secure BDM intent to use Microsoft Teams
  • Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) 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, FastTrack/ENG, 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

Qualifications

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

  • 5+ years of experience in consultative selling. Experience in consulting or pre-sales, experience in both is ideal
  • PROSCI certification and/or change management expertiese
  • 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.