Customer Success Management

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 their desired business outcomes and IT goals by working with Microsoft 365 and **Microsoft Teams** workloads, with focus on Meetings, Teams as a Platform, and emerging technologies like Microsoft Viva and Teams Phone System. **Responsibilities**: **Key responsibilities include**: - Drive Microsoft 365 value, retention, growth, and position for upsell. - Act as the single point of accountability for Monthly Active Usage (MAU) for Teams Platform, MS Viva, Phone System and Devices workloads within the customer while proactively identifying new workloads and expansion opportunities. Lead RoB for these metrics. - Drive Teams as the platform for business processes by leveraging Level 300 depth across Teams as a Platform solutions and combining with business acumen to solve customer needs. - Complement Platform, Viva and Phone System depth with Level 200 depth across Microsoft 365 solutions. - Understand and capture desired customer outcomes. Use those outcomes to propose solutions based on Microsoft technologies that would solve customer needs. - Build a high quality "success plan" inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them. - Build, maintain and leverage strong relationships with IT Decision Makers (ITDMs), C-Suite & Business Decision Makers (BDMs). - Build or leverage conceptual pilots and demos for desired outcomes using Modern Work capabilities including Teams Meetings, Teams as a Platform, Microsoft Viva, FrontLine scenarios, Meetings Rooms, and more. - Be the conduit between the Business and IT and develop trusted relationships with both. - Drive IT alignment with proposed business solutions, and design implementation of solution with complementary roles. - Represent the technical "Voice of the Customer" within Microsoft to inform and influence engineering on product capabilities across Platform & Meetings. - Manage consumption governance across customer, Microsoft, and partners. - Lead change management plan and outcomes to create viral adoption. - Share best practices locally and with Corp HQ, and secure reference customers. - Have a learn-it-all mentality, and drive influence with your knowledge on the customer, industry, product, and technology. - Design Zoom and Webex to drive the best Meetings experience at your customers. - Operate as One Microsoft by complimentary roles to drive business outcomes and incremental value creation. **Qualifications**: **Required/Minimum Qualifications** - Bachelor'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, technology solutions, change management) - OR Master's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management) - OR equivalent experience. - Experience in Customer Success for productivity, employee experience solutions, and business process transformation platforms. - Experience in running governance of complex deployment and usage projects within large organizations. - Advanced written and spoken English level. **Additional or Preferred Qualifications** - Bachelor's Degree in Business, Engineering, Technology, or related field AND 8+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management) - OR 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, technology solutions, solution architecture, change management) - OR equivalent experience. - 3+ years experience in change management and/or technology adoption. - Strong technical understanding (L300+) of Microsoft Teams as a Platform (including Power Platform and Microsoft Viva). - Ability to map the customer’s business process to product capability within the M365 Platform, and solution and demo proposed solutions to customer. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.