Customer Success Management
Herzliya, Tel Aviv, Israel | Customer Success | Jul 25, 2022 | Job number 1419586


With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and  help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
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 the M365 Enterprise services and technical subject matter expertise in 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 opportunity will allow you to accelerate your career growth, honing your consultative, technical and collaboration skills, and deepening your expertise. This role is flexible in that you can work up to [50%  / up to 100% from home / This role is Microsoft onsite only].

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

We are looking for a highly motivated and passionate Customer Success Managers to drive usage and consumption of customer owned workloads. This is a customer-facing role expecting CSMs to own business & technical relationships and customer engagements.
The ideal candidate will have experience in customer-facing roles and success in leading in-depth knowledge of collaboration platform. The CSM works exclusively to map business scenarios to technical solutions, understand and translate the customer priorities and desired outcomes, and orchestrate resources in the customer’s digital journey.
CSM’s technical and business credibility enables customers to drive value from the solutions they purchased, drives the consumption of Teams Phone with calling plans and Teams Rooms.

Key responsibilities include:

•Driving Intent for Consumption: Actively engage with business and technical decision makers to drive intent for consumption of customer-owned Modern Work workloads.
•Guiding Customer Success Strategy: Engage and influence customers’ business and technical decision makers by providing feedback and insights to assist customers in realizing their digital and business transformational outcomes.  Actively listen and respectfully challenge customers to drive the “best” outcomes​.
•Driving Consumption: Develop opportunities to drive Customer Success business results by working with customers to ensure they understand Microsoft's Teams Phone & Teams Rooms value proposition. Provide technical implementation guidance driving consumption and active usage of the solution.
•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. Provide action based on feedback and advocate on the customer's behalf to drive resolutions.
•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 consumption process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers' transformation initiatives. Meet or exceed Key Performance Indicators and targets set.



Qualifications

Required/Minimum Qualifications :

 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, customer change management)
OR
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, customer change management)
OR
equivalent experience.

 

Additional or Preferred Qualifications :

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, Network Operations, Voice Engineer, Network Architect, Technology solutions, change management)
OR
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, Network Operations, Voice Engineer, Network Architect, change management)
OR
equivalent experience.
 
Prior work experience implementing voice solutions, such as Google, Cisco, Zoom, Avaya, and AudioCodes.

Professional Experience
•Customer Success: Experience in Customer 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 customer priorities and outcomes. Ability to interpret and dissect the industry and business priorities of customers.
•Business Process Analysis: Depict customer business processes and prepare for the analysis and improvement of business process performance. Articulate, demo, and present complex customer concepts to varying audiences such as BDMs (Business Decision Makers) & ITDMs (Information Technology Decision Makers).
•Territory & Consumption Mgmt: Experienced in territory consumption management, opportunity qualification, stakeholder communication, and partner engagement including, opportunity and pipeline mgmt. Experience in ensuring customers 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 customer references to further grow the success at other clients and with other accounts teams.
•Network & Voice Operations: Expertise and ability to lead technical presentations, demonstrations, workshops, design architecture, highlight integrations, and produce production ready pilots for Teams Phone, Voice, Meetings, Calling and Devices ensuring customer security and compliance requirements are met.
•Journey Mapping skills: Be the [Teams Phone & Teams Rooms] consumption subject matter expert with the ability to design customer solutions, lead presentations, demonstrations, and design thinking workshops with both BDMs and ITDMs.

Technical Experience
•5+ years of experience in Unified Communications, Telephony, customer support, customer success management or technical discipline preferred.
•Deep experience with, and ability to explain key benefits, trade-offs, and architectures relating to network routing, telecommunication platforms; voice applications & integration and networks required.
•Technical experience with design, configuration and implementation of infrastructure in Microsoft Teams Phone System, Direct Routing, Meetings, Devices supporting Meeting Rooms Solutions (Microsoft Surface Hub & OEM Devices) and Calling, interoperability with 3rd party Meetings & Phone System solutions and management required.
•Technical knowledge to be the consumption subject matter expert with the ability to lead technical presentations, demonstrations, workshops, design architecture, highlight integrations, and produce production ready pilots for Teams Phone, Voice, Meetings, Calling and Devices ensuring customer security and compliance requirements are met.
•Preferred to have knowledge of Microsoft Unified communications Solutions, Devices, Service and Partner offerings. Level 200 technical depth across Microsoft 365 services, and Azure Identity & Security.

 

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.




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