Customer Success Manager

Responsibilities

• Be the Modern Work consumption subject matter expert with the ability to design customer solutions, lead presentations, demonstrations, and workshops with both BDMs and ITDMs.
• Nurture Microsoft 365 value, retention, growth, and position for upsell
• Take and create accountability for Monthly Active Usage for Teams Platform and Meetings workloads within the customer while proactively identifying new workloads and expansion opportunities.
• Promote Teams as the platform for business processes by leveraging indepth kbnowldge across Teams as a Platform solutions, combined with the business acumen to solve customer needs.
• Complement Platform depth with Level 200 depth across Microsoft 365 solutions
• Understand and capture desired customer outcomes. Use those outcomes to propose solutions based on Microsoft technologies that would solve customer needs.
• Build a high quality "success plan" inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
• Build, maintain and leverage strong relationships with IT Decision Makers (ITDMs), C-Suite & Business Decision Makers (BDMs)
• Build or leverage conceptual pilots and demos for desired outcomes using Modern Work capabilities including Teams Meetings, Teams as a Platform, Microsoft Viva, FrontLine scenarios, Meetings Rooms, and more.
• Be the conduit between the Business and IT and develop trusted relationships with both.
• Drive IT alignment with proposed business solutions, and design implementation of solution with complementary roles
• Represent the technical "Voice of the Customer" within Microsoft to inform and influence engineering on product capabilities across Platform & Meetings
• Manage consumption governance across customer, Microsoft, and partners.
• Lead change management plan and outcomes to create viral adoption
• Share best practices locally and with Corp HQ , and secure reference customers.
• Have a learn-it-all mentality, and drive influence with your knowledge on the customer, industry, product, and technology.
• Operate as One Microsoft by complimentary roles to drive business outcomes and incremental value creation.

Qualifications

• 
  Previous experience in customer success or an IT related field with business experience or exposure. Experience in consulting or pre-sales, experience in both is ideal.
• Experience working with C-level executives in the enterprise

• Experience in Customer Success for productivity, employee experience solutions, and business process transformation platforms
• Ability to map the customer’s business process to product capability within the M365 Platform, and solution and demo proposed solutions to customer.
• Experience in running governance of complex deployment and usage projects within large organizations.
• Strong technical understanding of Microsoft Teams as a Platform (including Power Platform)
• Willingness and desire to engage with both Business Decision Makers and IT Decision Makers.