Microsoft Corporation Technical Customer Success Manager in Boston, Massachusetts
Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simply couldn’t anywhere else. This is a world of more possibility, more innovation, more openness, and sky’s-the-limit thinking – a cloud-enabled world.
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To learn more about Microsoft’s mission, please visit: https://careers.microsoft.com/mission-culture
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Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft is investing in a dedicated Customer Success team that will help Microsoft customers successfully adopt Microsoft Cloud solution and services.
This Technical Customer Success Manager role is a technical role. Ability to leverage Teams as a Platform for managed Modern Workplace customers in their area. This is an exciting role that will help create bonds with our Enterprise customers and will fuel customer success, retention, growth, renewal and inoculate us against the competition. Key responsibilities include:
Drive Microsoft 365 usage with a focus on Microsoft Teams, Teams as a Platform and Power Platform
Evangelize Teams as a Platform
Be the technical lead for the Teams as a Platform initiatives for the CSM team
Support the CSM team in customer technical discussion on how to leverage Teams as a Platform
Build a community with Customer Engineers to broaden the number of technical resources that can lead platform demonstrations and integration efforts to accelerate customer deployment and business outcomes
Become the technical lead for the Microsoft Viva solution to help customers understand how to deploy and the requirements to implement.
Work with CSMs and CEs to identify priority platform scenarios to campaign via webinars and customer engagements.
Identify and develop Teams as a Platform solutions including App Templates, integration of Teams into third party or customer’s applications to secure BDM intent to use Microsoft Teams
Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) within each customer to influence adoption
Drive end-user excitement to create viral adoption (e.g., conducting envisioning sessions, supporting the CSM communities in technical Teams application deployments discussions, building POC’s)
Act as the technical resource to drive Teams Monthly Active Usage (MAU) within the customer, while proactively identifying new workloads and expansion opportunities
Operate as One Microsoft by engaging workload experts (e.g., TSP, ATS, FastTrack/ENG, partners, etc.) to drive business outcomes and incremental value creation
Clearly define BDM/ITDM business outcomes and build a high quality “success plan” inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them
Lead customer consumption governance for BDMs through proactive partnership with customer v-team
Lead Microsoft Teams internal alignment/ROB for all assigned customers through proactive partnership with Microsoft v-team
Represent the technical “Voice of the Customer” within Microsoft to inform and influence engineering, and document business-value driven customer success stories and shared
Activate Microsoft Account Team when new sales opportunities (Upsell or Cross-Sell) are generated through consumption engagements with BDM
Experiences Required: Education, Key Experiences, Skills and Knowledge:
5+ years of experience in consultative selling. Experience in consulting or pre-sales, experience in both is ideal
Hands on development experience with App Templates, Teams integrations and/or SharePoint applications
PROSCI certification and/or change management expertise.
Ability to map the customer’s business process to product capability
Experience in running governance of complex deployment and usage projects within large organizations
Strong technical understanding of Microsoft 365 and PowerApps workloads
Top-notch executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
Deep passion for making others successful
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 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 (https://careers.microsoft.com/us/en/accommodationrequest) .
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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