Client Success Manager

Sales · Full-time · Remote · Remote possible

Job description

As a Client Success Manager, you will enable clients to achieve their business outcomes, based on their investments in technologies. Leveraging your knowledge of the M365 Enterprise services and technical subject matter expertise in Unified Communications, you will lead business & technical conversations with clients to identify opportunities and remove critical blockers to the success of their technology projects. This opportunity will allow you to accelerate your career growth, honing your consultative, technical and collaboration skills, and deepening your expertise.

As a Client Success Manager, you specialize in one or more of the following categories: Modern Work and/or Converged Communications.

Responsibilities We are looking for a highly motivated and passionate Client Success Manager (CSM) to drive usage and consumption of client-owned workloads. This is a client-facing role; CSMs are expected to own business & technical relationships and client engagements.

The ideal candidate will have experience working directly with end-clients and in-depth knowledge of productivity/collaboration solutions (Microsoft and/or competitors). CSMs work to map business scenarios to technical solutions, understanding and translating client priorities to desired outcomes, and orchestrating resources to enable the clients’ digital journey.

CSM’s business & technical credibility enables clients to derive value from the solutions they have purchased, driving consumption of Microsoft 365 and Microsoft Teams workloads, with focus on Teams as a Platform, Viva, and Teams Phone (for Modern work) or Teams Phone with calling plans and Teams Rooms (for Converged Communications).

Key responsibilities include:​

Driving Intent for Consumption: Actively engage with business and technical decision makers to drive intent for consumption of client-owned Modern Work workloads. Guiding Client Success Strategy: Engage and influence clients’ business and technical decision makers by providing feedback and insights to assist clients in realizing their digital and business transformational outcomes. Actively listen and respectfully challenge clients to drive the “best” outcomes​. Driving Consumption: For Modern Work: Develop opportunities to drive Client Success business results by working with clients to ensure they understand Microsoft's Employee Experience & Teams Platform, Teams Phone value proposition. OR

For Converged Communications: Develop opportunities to drive Client Success business results by working with clients to ensure they understand Microsoft's Teams Phone & Teams Rooms value proposition. Provide technical implementation guidance driving consumption and active usage of the solution. Client Trust and Advocacy: Act as the voice of the client internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources. Provide action based on feedback and advocate on the client's behalf to drive resolutions. Technical Development: Demonstrate Self-Learner mindset through continuous alignment of individual skilling to team/area demands and Client Success goals​. Operations and Execution Excellence: Manage operational excellence and client health by ensuring consumption process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on clients' transformation initiatives. Meet or exceed Key Performance Indicators and targets set.

Qualifications Required Qualifications

Bachelor'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 Master's Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management). OR equivalent experience. Preferred Qualifications

Client Success: Experience in Client Success for productivity, employee experience solutions, and business process transformation platforms. Strong technical aptitude, and desire to work with both business and IT stakeholders. Executive Stakeholder value: Experience in building and maintaining executive-level stakeholder relationships and leading value proposition conversation aligned to client priorities and outcomes. Ability to interpret and dissect the industry and business priorities of clients to identify and articulate the associated business value of digital transformation. Business Process Analysis: Depict client business processes and prepare for the analysis and improvement of business process performance. Articulate, demo, and present complex client concepts to varying audiences such as BDMs (Business Decision Makers) & ITDMs (Information Technology Decision Makers). Territory & Consumption Management: Experienced in territory consumption management, opportunity qualification, stakeholder communication, and partner engagement including, opportunity and pipeline mgmt. Experience in ensuring clients realize value by consuming technology and services investments. Collaboration & Community Engagement: Experienced in orchestrating and leading virtual teams to develop and drive consumption opportunities through influence. Identify and document consumption best practices and client references to further grow the success at other clients and with other accounts teams. Journey Mapping skills: Be the Employee Experience, Teams Platform, Teams Frontline OR Teams Phone & Teams Rooms consumption subject matter expert with the ability to design client solutions, lead presentations, demonstrations, and design thinking workshops with both BDMs and ITDMs.

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