Senior Customer Success Manager Business Applications IC5

Contenido de trabajo

We are looking for a Senior Customer Success Manager (CSM) to drive successful adoption and expansion of Business Applications within her/his customers.

Business Applications

• Dynamics 365: Sales, Marketing, Customer Service, Customer Insights (Customer Data Platform), Commerce, Human Resources, Field Service, Finance, Supply Chain Management, Commerce, Mixed Reality/Remote Assist, Project Operations
• Power Platform (low/ no-code platform): Power Apps, Power Automate, AI Builder, Power Virtual agents, Power BI
  
  

The Customer Success Manager will help key strategic customers during and after their implementation of new business applications. Assisted by senior functional and technical specialists, she/he is there to make sure the customer and their implementation partner follow Microsoft’s best practices when it comes to project management & governance, involvement of the business next to IT, change management and adoption activities. She/he is the customer’s trusted advisor and their guide towards success.

She/he helps define the project vision, objectives and success metrics and follows a proven methodology to reduce implementation risk and drive usage of existing applications. She /He raises awareness on new product capabilities and makes sure the customer fully benefit from them. She/he engages at senior management and C-level with business and IT managers. She/he is a change management expert and leverages the PROSCI methodology to stress the importance of a change management plan along with the software implementation to ensure ultimate business and user adoption.

Internally, the Customer Success Manager orchestrates Microsoft resources: applications experts, support, account managers. She/he is the voice of the customer and regularly engages with worldwide product management to continuously improve our products.

The CSM is also a key part of our customer facing sales teams and will be called on frequently to leverage their deep knowledge of business applications to support sales growth.

Responsibilities

The Senior Customer Success Manager Business Applications role will enable our customers to realize business value from their investment and make our customers passionate advocates of Microsoft.

Key Responsibilities Include

• Create value for customers by ensuring they clearly define business outcomes and then build a "success plan" with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
• Be accountable to drive high usage of Dynamics 365 and Power Apps within customers by driving the creation and execution of a thorough and action-oriented adoption plan
• Leverage deep functional expertise to increase the customer’s usage of existing workloads
• Proactively identify new workloads and expansion opportunities in each account to drive value both for the customer and for Microsoft
• Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Dynamics’ and Microsoft’s behalf
• Build/maintain rapid channel of communication to customer in case of online service-related issues and events
• Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Microsoft sales and services teams and be highly connected to Microsoft Subject Matter Experts throughout the customer’s Dynamics 365 and Power Platform lifecycle
  
  

Qualifications

IF YOU CAN BRING:

• 10+ years of experience in consulting with a top consulting firm or software vendor and/or Program management for software implementation
• Experience in program management or consulting. Functional business software consulting (like CRM, ERP, etc.) with top consulting firms is preferred.
• Eagerness to be in constant learning mode (mandatory). Microsoft Dynamics 365 and Power Platform’s product portfolio is broad, and functionalities evolve quickly.
• Ability to work independently and often remotely with experts spread around the globe.
• Strong ability to be in driving seat coordinating multiple internal and external resources to reach customer success. Indirect management.
• Proven ability to map the customer’s business process to product capability
• Preferably experience in driving CRM or ERP transformation in enterprises through effective change management and adoption
• Preferably experience in one of the following industries:
  
  • Financial Services, Public Sector, Manufacturing
• Top-notch executive engagement skills (CxO level) with an ability to establish strong relationships with business decision makers (both business and IT).
• Comfortable talking strategically about business and IT topics while at the same time going into details on deep product features and technical questions.
• Strong interpersonal skills that establish trusted advisor relationships with clients
• Strong organizational/time management skills and the ability to manage multiple projects simultaneously
• Cultural awareness and appreciation for diversity
• Bachelor’s degree or equivalent work experience. Masters degree is preferred
• Fluency in English & Dutch or Frenchlanguages in mandatory, professional level of French or Dutch language is recommended.
  

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.