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  • Posted: Jul 24, 2020
    Deadline: Not specified
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    Microsoft Corporation (commonly referred to as Microsoft or MS) is an American multinational technology company headquartered in Redmond, Washington, that develops, manufactures, licenses, supports and sells computer software, consumer electronics and personal computers and services. Its best known software products are the Microsoft Windows line of operatin...
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    CSM Manager

    Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft is investing in a dedicated Customer Success team that will help Microsoft customers successfully adopt Microsoft Cloud solution and services. We are looking for a talented individual to manage a team of Customer Success Managers and Consumption and deployment of “Modern Workplace” consumption and deployment (Office 365 Modern communications apps e.g.

    Responsibilities

    Microsoft’s Tech for Social Impact is a full industry vertical team that works directly with nonprofits and the United Nations. The team brings together the company’s donation and grants programs, commercial sales efforts, partner ecosystem programs, and technology solutions to empower nonprofits globally to address the world’s most pressing needs. This includes leading the “Digital Transformation for Social Impact” go-to-market, working with nonprofits to maximize their social impact through the power of Microsoft platforms. Fueling all of this new work and investment is the aim to empower every nonprofit to do their best work to create inclusive and enduring positive impact throughout our communities. The TSI team is dedicated to making world-class cloud technology accessible and affordable, so that nonprofits can drive even greater impact.

    Key Responsibilities Include

    This CSM Manager role will directly manage FTE and/or vendor CSMs that will cover managed Modern Workplace and Business Applications customers in their territory. This is an exciting role that will help create bonds with our Modern Workplace and Business Applications customers and will fuel customer success, retention, growth, renewal and advocacy.

    • Drive usage growth and exceed consumption quota for Modern Workplace and Dynamics workloads.
    • Exceed Dynamics revenue and renewal targets.
    • Hire, develop, support, coach and enable CSMs to ensure effective delivery against goals.
    • Exceptional cross-team collaboration and communicator. Partner with all required Microsoft stakeholders in the subsidiary to drive CSM role clarity and effective cross-team collaboration.
    • Develop an ecosystem of strong BDM relationships within covered accounts that centers on the BDM’s desired business outcomes.
    • Voice of the customer within Microsoft, representing the customers interests, generate insights and removing obstacles.
    • Operational excellence, including timely consumption engagement management, renewal enablement, and high-quality reporting and insights.
    • Identify and document consumption best practices and customer references to further grow the success of the CSM program.

    People Management

    • Exemplify the Microsoft Leadership Principles.
    • Team Readiness and Development - Attract, develop and retain a talented team of profile CSM’s, leveraging both HR and external sources to ensure a strong pipeline of future CSM candidates.
    • Lead by example via deep, direct involvement in customer engagements and a “showing by doing” mindset. Manage performance through appropriate 1:1s and connect sessions, conduct performance management assessments and reviews annually (FTEs).
    • Develop capability thanks to his/her own abilities to deliver all CSM customer facing activities, including the ability to coach CSMs on the delivery of a functional design / Gap analysis, creation of qualitative Success Plans, the design/driving of adoption strategies and plans and the optimization of Microsoft’s purchase options for maximum impact.
    • Support and enable professional development planning and execution through RoleGuide assessments and role based training plans.
    • Hold the team and individuals accountable for results and recognize appropriately.
    • Ensure team members execute effectively, collaborate appropriately and deliver a positive impact on the organization.
    • Create an inclusive, engaging and motivating work environment that improves WHI results YOY.

    Lead team to ensure intense focus on Business Value, Active Usage/Adoption, Renewals and Advocacy

    • Provide support, coaching and enablement to CSM team to ensure effective delivery against the CSM Success Criteria of Active Usage, adoption, high-quality customer success plans, upsell/x-sell, customer health and renewal.
    • Become an expert in the methodologies and processes that the CSM program is built on.
    • Build strong client relationships with the appropriate customer executives that support the CSMs engagements. Strengthen that relationship through a deep understanding of the customer’s business needs.
    • Establish a BDM-focused culture and accelerate the transition away from Issue Management.
    • Drive adoption of and proficiency in the Dynamic Journey to Success (DJS) methodology and how to appropriately apply it based on the profile of the customer. Coach team appropriately leveraging on experience in process design, change management and consulting.
    • Drive adoption of and proficiency in the Adoption Plays outlined in the Adoption Playbook. Become an expert in the use of the Adoption Survey as a tool for BDM engagement.
    • Coach team appropriately on the proper engagement with Sales. Ensure warm-hand offs occur and ensure relevant feedback on quality of deliverables received from the Sell It Right phase.
    • Lead the team to an appropriate understanding of Microsoft’s licensing structure and transaction mechanisms that both ensures that customer has a licensing construct that’s optimized for their needs and that also ensures seamless collaboration with Account Executives, Licensing teams.
    • Help remove blockers for the team.
    • Lead the team to be a proactive, agile and responsive point of contact for the customer and to be an effective Voice of the Customer inside Microsoft.
    • Assure customers are supported by a partner or partners, establish a collaborative and “customer-first” relationship with those partners and hold them to a high standard of performance.
    • Evangelize the Dynamics 365 roadmap, and help ensure the customer’s optimization of their investment.
    • Establish a culture that grows account references, advocacy & loyalty for the CSM practice by maintaining high levels of customer success and satisfaction.

    Operational Excellence

    • Run the monthly/quarterly ROB process, both collecting performance data from the team and reporting performance to the Global CSM Lead and Strategy Team.
    • Manage team appropriately to reach agreed to KPIs on Active Usage, Renewals, Qualified Leads and References.
    • Ensure that CSMs collaborate, partner and contribute as appropriate on Customer Success Plans, Consumption Clinics, Account Plans (APs), Services Delivery Plans (SDPs), Services Growth Plans (SGPs) and Deployment Blocker analysis.
    • Participate as member of the extended Strategy Team in the creation of strategy, targets and processes that will enable successful attainment of goals.
    • Create a high data hygiene culture. Ensure CSMs enter data on customer engagements in a timely and high quality way that allows accurate reporting to Field/Segment leadership teams.
    • Manage CSM portfolio sizes effectively to ensure optimal coverage. Provide feedback to Strategy team on selection criteria and customer eligibility.
    • Identify and help remove blockers in processes both internal and external through escalation, scoping, feedback and coaching.
    • Establish regular contact with client base to review and gather feedback on the CSM role and program to drive further improvement.

    Enable Stakeholder Collaboration and Coordination

    Help CSM resources connect to their relevant internal stakeholders and build positive relationships across other Microsoft leadership roles.

    Qualifications

    • 5+ years of experience in people management
    • 10+ years of experience in consultative selling ideally in consulting or technical sales.
    • 5+ years of experience in driving change management & effective adoption within key technologies
    • Proven ability to map the customer’s business process to product capability
    • Strong technical understanding of Secure Productive Enterprise and Dynamics workloads
    • Top-notch executive engagement and communication skills
    • Proven ability to establish trusted advisor relationships with business decision makers
    • Passion for making others successful
    • Willingness to travel - up to 40%
    • Bachelor’s degree or equivalent work experience, MBA in IT, finance, or general management preferred
    • Industry knowledge and experience a plus
    • Willingness to travel - up to 40%
    • Experience working with nonprofits / NGOs strongly desired
       

    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.

    Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

    go to method of application »

    Business Applications Customer Success Manager

    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.

    Responsibilities

    Microsoft’s Tech for Social Impact is a full industry vertical team that works directly with nonprofits and the United Nations. The team brings together the company’s donation and grants programs, commercial sales efforts, partner ecosystem programs, and technology solutions to empower nonprofits globally to address the world’s most pressing needs. This includes leading the “Digital Transformation for Social Impact” go-to-market, working with nonprofits to maximize their social impact through the power of Microsoft platforms. Fueling all of this new work and investment is the aim to empower every nonprofit to do their best work to create inclusive and enduring positive impact throughout our communities. The TSI team is dedicated to making world-class cloud technology accessible and affordable, so that nonprofits can drive even greater impact.

    This Customer Success Manager role will be part of the first team in Africa for customer success supporting nonprofits and NGOs. In addition, the team will support some of the largest nonprofit organizations in Australia, Europe, and North America.

    Key Responsibilities Include

    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.

    • Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
    • Be accountable to drive high usage of Dynamics within customers by driving the creation and execution of a thorough and action-oriented adoption Plan
    • Leverage deep functional expertise to increase the customer’s usage of existing workloads
    • Proactively identify new workloads and expansion opportunities in each account to drive value both for the customer and for Microsoft
    • Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Dynamics’ and Microsoft’s behalf
    • Build/maintain rapid channel of communication to customer in case of online service-related issues and events
    • Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Microsoft sales and services teams and be highly connected to Microsoft SMEs throughout the customer’s Dynamics lifecycle
       

    Qualifications

    Experience, Skills and Qualifications

    • 10+ 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
    • Experience in one of the following industries highly preferred - Financial Services, Public Sector, Retail, Manufacturing & Distribution
    • Deep understanding of SaaS customer engagement
    • Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers
    • Strong interpersonal skills that establish Trusted Advisor relationships with clients
    • Strong organizational/time management skills and the ability to manage multiple projects simultaneously
    • Cultural awareness and appreciation for diversity
    • Bachelor’s degree or equivalent work experience
    • Experience working with nonprofits / NGOs strongly desired W
    • Master’s degree with information technology/accounting/finance focus preferred

    Willingness to travel - up to 40%

    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.

    Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

    go to method of application »

    Modern Workplace Customer Success Manager


    Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft is investing in a dedicated Customer Success team that will help Microsoft customers successfully adopt Microsoft Cloud solution and services.

    We are looking for a Customer Success Manager responsible for driving the successful adoption and expansion of Microsoft 365 with an emphasis on Microsoft Teams. This role will create customer value through usage, and create the conditions for optimal renewal and upsell growth.

    Responsibilities

    Microsoft’s Tech for Social Impact is a full industry vertical team that works directly with nonprofits and the United Nations. The team brings together the company’s donation and grants programs, commercial sales efforts, partner ecosystem programs, and technology solutions to empower nonprofits globally to address the world’s most pressing needs. This includes leading the “Digital Transformation for Social Impact” go-to-market, working with nonprofits to maximize their social impact through the power of Microsoft platforms. Fueling all of this new work and investment is the aim to empower every nonprofit to do their best work to create inclusive and enduring positive impact throughout our communities. The TSI team is dedicated to making world-class cloud technology accessible and affordable, so that nonprofits can drive even greater impact.

    This Customer Success Manager role will be part of the first team in Africa for customer success supporting nonprofits and NGOs. In addition, the team will support some of the largest nonprofit organizations in Australia, Europe, and North America.

    Key Responsibilities Include

    This Customer Success Manager role will cover managed Modern Workplace customers in their area. This is an exciting role that will help create bonds with our Enterprise customers and will fuel customer success, retention, growth, renewal and inoculate us against the competition.

    • Drive Microsoft 365 usage with a focus on Microsoft Teams
    • Secure BDM intent to use Microsoft Teams
    • 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)
    • Act as the single point of accountability for Teams Monthly Active Usage (MAU) within the customer; while proactively identifying new workloads and expansion opportunities
    • Operate as One Microsoft by engaging workload experts (e.g., TSP, 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

    Experiences Required: Education, Key Experiences, Skills and Knowledge:

    • 2+ years of experience in consultative selling. Experience in consulting or pre-sales, experience in both is ideal
    • PROSCI certification and/or change management expertiese
    • 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 365 and PowerApps workloads
    • Top-notch executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
    • Deep passion for making others successful

    Experience working with nonprofits / NGOs strongly desired

    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.

    Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

    Method of Application

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