Customer Success Manager - Part Time

  • Location

    Reading

  • Sector:

    IT

  • Salary:

    Competitive salary

  • Published:

    3 months ago

  • Expiry date:

    2020-11-30

  • Client:

    #

The role:

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centred on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission 

Do you always strive to learn? Are you insatiably curious and do you lean into uncertainty, take risks, and learn quickly from your mistakes? Do you share and build on other’s ideas because we are better together? Do you stand in awe of what humans dare to achieve, and are you motivated every day to empower others to do more and achieve more through our technology and innovation? Are you ready to join the team that is at the leading edge of Innovation at Microsoft? Then come to Microsoft - Together we make a difference. 

Responsibilities

This Customer Success Manager role will cover managed Modern Work customers in their area. This is an exciting role that will drive usage and consumption of customer owned workloads that will create bonds with our Enterprise customers and will fuel customer success, retention, growth, renewal and inoculate us against the competition. Your work will be focused on helping our customers achieve more through Remote Work and Business Continuity scenarios.
 
Key responsibilities include:

  • Drive Microsoft 365 usage with a focus on Microsoft Teams workloads including Meetings and Platform and Apps on Teams.

  • Securing BDM/ITDM intent to use Microsoft Teams and aligning with Line of Business priorities at your customers.

  • 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).

  • Drive business scenarios leveraging Meetings and Platform and Apps in Teams to drive Teams usage.

  • Act as the single point of accountability for Monthly Active Usage (MAU) for Teams Meetings and Platform and Apps workloads within the customer while proactively identifying new workloads and expansion opportunities.

  • Operate as One Microsoft by engaging workload experts (e.g., Teams TS, 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

  • PROSCI certification and/or change management expertise.

  • 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 Teams, Platform, and Meetings workloads with Microsoft 365 experience.

  • Willingness and desire to engage with both Business Decision Makers and IT Decision Makers.

  • Learn it all mentality with desire to better understand both business and technology solutions.

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.

Benefits and Perks

  • Industry leading healthcare

  • Savings and investments

  • Giving programs

  • Educational resources

  • Maternity and paternity leave

  • Opportunities to network and connect

  • Discounts on products and services

  • Generous time away