Customer Success Manager: Converged Comms
hace 3 meses
**Do you want to j**o**in an international team that empowers customers to accelerate business value through differentiated customer experiences? **As a member of the Customer Experience & Success (CE&S) organization, you will be part of a global team, working to leverage Microsoft’s products, services, and partnerships to drive customer success. **This is a senior level role**. **You will have the opportunity to help build a future where customers achieve their business outcomes faster with technology that does more.** The Converged Comms Customer Success Manager (CC CSM) brings business & technical expertise to accelerate usage and help with enablement of Teams Phone. The role is focused on the architecture, planning, enablement, and usage of Microsoft Converged Comms Solution Plays, focused on Teams Phone.
With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
As a Customer Success Manager, you will enable customers to achieve their business outcomes, based on their investments in Microsoft technologies. Leveraging your knowledge of Unified Communications, you will lead business & technical conversations with customers to identify opportunities and remove critical blockers to the success of their technology projects. This is a customer facing role.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond
**Responsibilities**:
- Actively engage with ITDMs and BDMs to secure successful deployment and consumption of Teams Phone
- Guide customers towards implementation and usage of Teams Phone by providing thought leadership, technical presentations and demonstrations to ITDMs and BDMs
- Present opportunities to the customers based on industry best practicesLeverage internal and external resources to accelerate time to value
- Identify and share feedback around technical capabilities, blockers with Product Group and technical community
- Proactively share Teams Phone evolution relevant to customer
- Accelerate Value Realization: Actively engage with business and technical decision makers to drive intent, enablement and usage of Teams Phone, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization.
- Drive Usage: Develop opportunities by working with customers to ensure they understand Teams Phone value proposition. Provide technical implementation guidance driving active usage of the solution. Actively listen and respectfully challenge customers to drive the best outcomes.
- Customer Trust and Advocacy: Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources.
- Technical Development: Demonstrate Self-Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
- Operations and Execution excellence: Manage operational excellence and customer health by ensuring process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers transformation initiatives. Meet or exceed KPI and targets set.
**Qualifications**:
**Required/Minimum Qualifications**
- Master's Degree in Business, Engineering, Technology, or related field AND **6+ years related work experience** (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
- OR Bachelor's Degree in Business, Engineering, Technology, or related field AND 7+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
- OR 8+ years equivalent experience
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