The Customer Success Manager, Business Applications, role will enable our customers to realise business value from their investment and make our customers passionate advocates of Microsoft. This role is specialising in Dynamics 365 Sales, Customer Service and PowerApps.

Key responsibilities include:

• Leverage Dynamics functional expertise to increase customers’ use of their existing licences
• Create value for customers by building and executing on a joint success plan covering business objectives, stakeholder management, anticipated resistance, technical areas of focus, people and operational risks, KPIs and other relevant areas; or being the technical contributor to plans owned by your peer Customer Success Managers.
• Be accountable to drive high usage of Dynamics within a small portfolio of customers, with a thorough and action-oriented adoption Plan
• Help other Customer Success Managers with discussions about the Dynamics 365 Customer Service, or Sales features relevant to a customers’ situation for them to progress with their deployment or expansion plans
• Accelerate customers use of rapid application development and innovation pipelines, using PowerApps. Help them map and improve the organisational maturity that can unlock their goals of digital transformation
• Provide customer-oriented advocacy during the more complex technical situations, the resolution of which is owned by the partner, product group or Microsoft Fast Track organisation, that may arise during the planning and implementation of Dynamics 365
• Proactively identify new workloads and expansion opportunities in each customer to create value both for the customer and for Microsoft. This is not a commissioned sales role, rather one where you help identify potential growth areas to refer to our specialist sales people.

Responsibilities

Responsibilities in more detail

Understanding the Customer

• Utilizes information on customer business, needs, and strategy to support customer success. Meets with and holds conversations with customer stakeholders and business decision makers to develop deep understanding of the customer business, business outcomes, competition, and industry trends, challenging the customer as appropriate. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Aligns with internal teams.

Business Value Communication

• Identifies and articulates business value of solutions for customer organisation through demonstrations, storytelling, etc. to provide evidence of business value in the customer environment. Tailors relevant customer stories and industry, competitive, and/or Microsoft best practices, leveraging knowledge of product capability and scenarios to support business outcomes.

Business Value Realization

• Performs assessments and analyses to optimize Microsoft solutions against relevant business goals measured by business and adoption key performance indicators (KPIs), success measures, and customer expectations, as appropriate. Adapts customer success plans for anticipated trade-offs as needed. Leverages understanding of strategic intent and business outcomes to facilitate discussions around KPIs. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting.

Guiding Customer Strategy

• Resolves blockers as needed to guide customer strategy. Engages with and influences business and technical decision makers by providing feedback or insights to help customers define and realise their digital and business transformational targets.

Partner Engagement

• Engages with, leverages, and seeks to build relationships with relevant internal and external partners and/or Services to support business outcomes. Leverages strategic offerings for plays with partners based on knowledge of the customer. Builds a joint plan with partners. Recommends partnerships with high strategic value and cultivates their support.

Cross-Team Collaboration

• Leads and inspires internal and customer teams across functions to support business outcomes and enable execution of customer success through One Microsoft, and inform programmatic improvements. Identifies and integrates key stakeholders to support execution. Shares best practices and engages in global Customer Success Manager community.

Operational Excellence

• Manages operational excellence and customer health by ensuring consumption process compliance and managing usage forecast, and blockers through leveraging key tools, and programs. Establishes and maintains governance processes. Leads rhythm of business (ROB), reports on overall health across territories within the UK business, interpreting and providing data-based insights focused on the business unit. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimisation.

Execution Excellence

• Ensures execution and assessment of the delivery of services/programs that drive customer objectives, outcomes, success, and help realise customer digital transformation (e.g., facilitating workshops), engaging other resources as necessary.

Change Management

• Provides guidance to customer in managing change initiatives by applying knowledge of change management principles, influencing decision makers to implement and scale change, and identifying and communicating alignment between customer culture and digital transformation. Guides execution by assisting customers in identifying resources, adoption partners, and key success factors to ensure the customer is equipped to manage change. Leverages tools to accelerate customer time to value. Drives awareness of importance of change management in partnership with customer.

Customer Advocacy

• Acts as the voice of the customer and Partner by driving new feedback, blockers, insights, resources, etc., across communities and internal teams (e.g., product teams, programs, policies, Engineering) so they can be added and prioritized, leveraging relevant tools. Drives action based on feedback and advocates on the customer's behalf to drive resolution. Brings in advocates to showcase success as references and advocates for customers by sharing stories, learnings, and best practices.

Community Involvement

• Actively participates in and contributes to relevant internal and external communities. Identifies trends across customers and customer audiences and connects them to relevant communities and programs (e.g., user groups, success factories) to enable customers to use technology to be successful.

Technical Capability Building

• Provides mentorship by participating in onboarding of new team members and guiding other team members in processes and scenarios. Participates in development opportunities and leverages partnerships with technical teams (e.g., Cloud Solutions Architects, Fastrack, Engineering) to increase Customer Success discipline expertise, including technical and product skills. Engages with customers to deepen competitive and strategic expertise.

Other

• Embody our culture and values

Qualifications

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree (or equivalent) along with 5+ years related work experience (e.g., consulting, pre-sales/post-sales, technical sales, customer success in an enterprise SaaS)
• Demonstrable experience in functional rapid application development, Dynamics 365 Customer Engagement suite, and/or PowerApps consulting with professional services, consulting firms or business applications vendors, and/or in a pre-sales solution engineering capacity.
• Proven ability to map the customer’s business process to product capability
• Specific experience in Dynamics 365 digital transformation in enterprises or larger public sector agencies is desirable,
• Solution knowledge: mandatory recent experience with Dynamics 365 Customer Engagement suite and PowerApps. At a minimum, you should be able to pass, or already have passed, the exams PL-100 and MB-910, along with PL-210 (sales), or PL-230 (customer service).