Customer Success Manager (CSM) -Dynamics / Account Technology Strategist
United States Sales
Job description
Microsoft is transforming to help our customers achieve their own digital transformation. Dynamics, being the “tip of the spear” to bring the power of the Microsoft cloud solution stack to our customers, is at the forefront of this transformation. The Dynamics Customer Success Manager (CSM) plays a key role in helping our customers achieve this digital transformation by helping drive successful adoption and expansion of Dynamics workloads within her/his accounts. A CSM does this by collaboratively driving change management and adoption activities with key Business Decision Makers, helping reduce implementation risk, driving usage of existing workloads, and identifying opportunities to drive additional workloads in her/his accounts. These actions have the end goals of enabling our customers to realize business value from their investment in Dynamics and making our customers passionate advocates of Microsoft. 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.
Seeking candidates with CRM Customer Service experience in Public Sector, or candidates with ERP experience. HCM experience a plus.
Key Responsibilities:
• 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 in order 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 in order 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.
• Represent the “Voice of the Customer”, specifically key business decision makers, within Microsoft, and generate business-value driven customer success stories.
Experience, Skills and Qualifications:
• 2+ years of experience in functional CRM or ERP consulting with top consulting firms or CRM/ERP vendors, and/or in a pre-sales CRM/ERP solution engineering capacity for a top CRM/ERP 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 Customer Service, Operations, Sales and/or HCM transformation in enterprises through effective change management and adoption highly preferred.
• Experience in one of the following industries highly preferred - Public Sector SLG or FED for CRM; Professional Services, Retail or Manufacturing & Distribution for ERP.
• 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 4+ experience; Master’s degree preferred 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 race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.
Desired profile
Experience, Skills and Qualifications:
• 2+ years of experience in functional CRM or ERP consulting with top consulting firms or CRM/ERP vendors, and/or in a pre-sales CRM/ERP solution engineering capacity for a top CRM/ERP 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 Customer Service, Operations, Sales and/or HCM transformation in enterprises through effective change management and adoption highly preferred.
• Experience in one of the following industries highly preferred - Public Sector SLG or FED for CRM; Professional Services, Retail or Manufacturing & Distribution for ERP.
• 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 4+ experience; Master’s degree preferred 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 race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.