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Job Description
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. Key responsibilities include:
- 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
Job Requirements
- 10+ years of experience in functional CRM consulting with top consulting firms or business applications vendors, and/or in a pre-sales CRM 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 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
- Master’s degree with information technology/accounting/finance focus preferred
