Microsoft Corporation Customer Success Manager in Cambridge, Massachusetts
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We are looking for a Customer Success Manager (CSM) to drive successful adoption and expansion of Microsoft 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. The CSM is also a key part of our customer facing sales teams and will be called on frequently to support sales growth.
The Customer Success Manager role will enable our customers to realize business value from their investment and make our customers passionate advocates of Microsoft. Our CSM’s will be aligned to one of two technology areas:
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 our technology 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 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 SMEs throughout the customer’s lifecycle
3+ years of experience in functional consulting, customer success or in a pre-sales solution engineering capacity
Experience in both consulting and pre-sales is ideal
Proven ability to map the customer’s business process to product capability
Experience in driving transformation in enterprises through effective change management and adoption highly preferred
Deep understanding of SaaS customer engagement
Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers
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
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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