With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
As a Customer Success Manager, you will enable customers to achieve their business outcomes, based on their investments in Microsoft technologies. Leveraging your knowledge of the M365 Enterprise services and technical subject matter expertise in Unified Communications, you will lead business & technical conversations with customers to identify opportunities and remove critical blockers to the success of their technology projects. This opportunity will allow you to accelerate your career growth, honing your consultative, technical and collaboration skills, and deepening your expertise.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
We are looking for a highly motivated and passionate Customer Success Managers to drive usage and consumption of customer owned workloads. This is a customer-facing role expecting CSMs to own business & technical relationships and customer engagements.
The ideal candidate will have experience in customer-facing roles and success in leading in-depth knowledge of collaboration platform. The CSM works exclusively to map business scenarios to technical solutions, understand and translate the customer priorities and desired outcomes, and orchestrate resources in the customer’s digital journey.
CSM’s technical and business credibility enables customers to drive value from the solutions they purchased, drives the consumption of Teams Phone with calling plans and Teams Rooms.
Key responsibilities include: - Driving Intent for Consumption: Actively engage with business and technical decision makers to drive intent for consumption of customer-owned Modern Work workloads.
Guiding Customer Success Strategy: Engage and influence customers’ business and technical decision makers by providing feedback and insights to assist customers in realizing their digital and business transformational outcomes. Actively listen and respectfully challenge customers to drive the “best” outcomes.
Driving Consumption: Develop opportunities to drive Customer Success business results by working with customers to ensure they understand Microsoft's Teams Phone & Teams Rooms value proposition. Provide technical implementation guidance driving consumption and active usage of the solution.
Customer Trust and Advocacy: Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources. Provide action based on feedback and advocate on the customer's behalf to drive resolutions.
Technical Development: Demonstrate Self-Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
- Operations and Execution excellence: Manage operational excellence and customer health by ensuring consumption process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers' transformation initiatives. Meet or exceed Key Performance Indicators and targets set
Required/Minimum Qualifications :
Master's Degree in Business, Engineering, Technology, or related field AND first years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
OR
Bachelor's Degree in Business, Engineering, Technology, or related field AND many years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
OR equivalent experience.
Deep experience with, and ability to explain key benefits, trade-offs, and architectures relating to network routing, telecommunication platforms; voice applications & integration and networks required.
Technical experience with design, configuration and