Customer Success Manager - Business Apps

• Job number1291083

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. Our role is to demonstrate the real value of their investments.

Responsibilities

Understanding the Customer

• Utilizes information on customer business, needs, strategy, competition, and industry to support customer success, challenge the customer when necessary, and position the organization to deliver solutions that satisfy customer and market needs. Applies understanding of competitive landscape and industry trends by drawing connections. Seeks to understand customer's future needs, outlook, and outcomes by meeting with and leading conversations with customer stakeholders and business decision makers (e.g., Chief Experience Officers [CxOs]). Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Aligns with internal teams.

Business Value Communication

• Demonstrates business value of solutions for complex customer organization and tailors message to their business strategy. Provides evidence of business value in the customer environment and connection to customer needs through demonstrations, storytelling, etc. Serves as a sought-after resource and trusted advisor based on deep knowledge of product capability and scenarios and ability to connect relevant industry, competitive, and/or customer insights to business outcomes.

Business Value Realization

• Provides guidance to customers in defining and measuring key performance indicators (KPIs) as appropriate, leveraging Microsoft value maps and aligning customer needs with tools and processes. Drives innovation in customer success plans to optimize customer value. Leverages understanding of strategic intent and business outcomes to facilitate discussions around KPIs. Optimizes value realization by engaging other resources (e.g., Engineering, Partners) and ensuring progress reporting.

Guiding Customer Strategy

• Influences long-term customer strategy and growth for Microsoft by cultivating customer preference for Microsoft programs/solutions that drive impact for the customer and establishing Microsoft as a leader through new reference cases, leveraging functional expertise. Provides feedback to Microsoft on customer development needs. Resolves blockers as needed to guide customer strategy. Acts as a strategic partner to executive-level business and technical decision makers (e.g., Director level, Vice President) to support customers in defining and realizing their digital and business transformational targets.

Partner Engagement

• Proactively builds and leverages relationships with relevant internal and external partners and/or Services to develop partner network and support business outcomes. Collaborates with senior partners (e.g., Chief Experience Officers [CxOs]) to leverage strategic and updated offerings for plays. Recommends partnerships with high strategic value and cultivates their support.

Operational Excellence

• Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline (e.g., customer relationship management systems), engagements, and blockers through leveraging key tools, programs, and insights (e.g., End Customer Investment Funds [ECIF], Consumption and Renewal Review). Establishes and maintains governance processes. Leads rhythm of business (ROB), reports on overall health across territories within the Operating Unit (OU), interpreting and providing data-based insights focused on the business unit. Shares success stories and best practices across communities and provides feedback and insights into the playbook for optimization.

Execution Excellence

• Ensures execution and assessment of the delivery of complex success engagements that drive customer objectives, outcomes, success, and help realize digital transformation across customers, engaging other resources as necessary. Drives best practices to optimize execution across customers. Drives for resolutions and supports customers in resolving difficult roadblocks. Contributes best practices and patterns to solve complex blockers.

Change Management

• Drives customer change and optimization of change management by applying deep knowledge of change management principles, creating influence strategies with senior decision makers to scale change across organizational boundaries, and articulating alignment between customer culture and digital transformation. Guides execution by assisting customers in identifying resources, adoption partners, and key success factors to ensure the customer is equipped to manage change. Leverages tools to accelerate customer time to value. Drives awareness of importance of change management, in partnership with customer and coaches the customer in addressing change management needs.

Technical Capability Building

• Proactively provides development opportunities through mentorship and coaching to team members by sharing expertise to drive team technical capabilities. Shares customer success industry expertise with the broader community. Participates in development opportunities and leverages deep partnerships with technical teams (e.g., Cloud Solutions Architects, Fastrack, Engineering) to increase Customer Success discipline expertise, including technical and product skills. Engages with customers to deepen competitive and strategic expertise.

Other

• Embody our culture and values

Qualifications

Qualifications:

• 6+ Years of professional experience

Strong technical aptitude, and desire to work with both business and IT.
•Ability to map the customer’s business process to product capability within the D365 Platform, and solution and demo proposed solutions to customer.
•Strong technical understanding of D365 (including Power Platform), complemented with technical depth across Microsoft D365 services

•Growth mindset

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