We are looking for a Customer Success Manager Business Applications to drive successful adoption and expansion of Business Applications 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 leverage their deep knowledge of CRM or ERP to support sales growth.

The 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.

Responsibilities

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 (e.g., Chief Experience Officers [CxOs]) 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 organization 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 tradeoffs 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

·                Influences customer strategy and future growth for Microsoft by cultivating customer preference for Microsoft programs/solutions that drive impact for the customer and establishing Microsoft as a leader through new reference cases. Provides feedback to Microsoft on customer development needs. 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 realize 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 pipeline (e.g., customer relationship management systems), engagements, and blockers through leveraging key tools, programs, and insights (e.g., End Customer Investment Funds [ECIF], Consumption and Renewal Review). Establishes and maintains governance processes. Leads rhythm of business (ROB), reports on overall health across territories within the Operating Unit (OU), 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 optimization.

Execution Excellence

·                Ensures execution and assessment of the delivery of services/programs that drive customer objectives, outcomes, success, and help realize customer digital transformation (e.g., facilitating workshops), engaging other resources as necessary. Proactively guides customers in solving business issues, engaging other resources as needed.

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 (e.g., OneList). 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.

Qualifications

·                Bachelor's Degree or Master's Degree in Business, Engineering, Technology, or related field AND proven years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

Preferred Experience, Skills and Qualifications:

•Proven years of experience in functional CRM or ERP consulting with top consulting firms or business applications vendors, and/or in a pre-sales CRM or ERP solution engineering capacity for a top business applications vendor. Experience in both consulting and pre-sales is ideal.

•Proven ability to map the customer’s business process to product capability

•Experience in driving CRM or ERP transformation in enterprises through effective change management and adoption highly preferred

•Deep understanding of SaaS customer engagement 

•Strong interpersonal skills that establish Trusted Advisor relationships with clients and business decision makers

•Organizational skills and the ability to manage multiple projects simultaneously

•Willingness to travel - up to 20%

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. 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.