Customer Success Manager, Modern Work
Location: Remote - UK/EU only
Job Type: Full time
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.
An exciting opportunity for a Modern Work Customer Success Manager has become available. 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 subject matter expertise, 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.
We are looking for a highly motivated and passionate Customer Success Manager (CSM) to drive usage and consumption of customer-owned workloads. This is a customer-facing role; CSMs are expected to own business & technical relationships and customer engagements.
The ideal candidate will have experience working directly with end-customers and in-depth knowledge of productivity/collaboration solutions (Microsoft and/or competitors). Microsoft CSMs work to map business scenarios to technical solutions, understanding and translating customer priorities to desired outcomes, and orchestrating resources to enable the customers’ digital journey.
CSM’s business & technical credibility enables customers to derive value from the solutions they have purchased, driving consumption of Microsoft 365 and Microsoft Teams workloads, with focus on Teams as a Platform, Viva, and Teams Phone.
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 Employee Experience & Teams Platform, Teams Phone value proposition.
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.
Customer Success: We're looking for a credible background 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 to identify and articulate the associated business value of digital transformation.
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.
Journey Mapping skills: Be the Employee Experience, Teams Platform, Teams Frontline consumption subject matter expert with the ability to design customer solutions, lead presentations, demonstrations, and design thinking workshops with both BDMs and ITDMs.
Strong technical understanding (Level 300) of Microsoft Teams as a Platform, including Microsoft Viva.
Complemented with level 200 technical depth across Microsoft 365 services (especially Microsoft Teams, Teams Meetings, Teams Phone, and Security + Identity)
Ability to guide a customer from competitor solutions to Teams solutions.
Ability to map the customer’s business process to product capability within the M365 Platform, and solution and demo proposed solutions to customer.
Fundamental knowledge of Power Platform solutions & Power Platform in Teams.
Ability to build/customize or leverage conceptual pilots for demonstrating Modern Work capabilities including Teams as a Platform, Microsoft Viva, Frontline worker scenarios, Phone, Rooms, and more.
Prior work experience in other competitor cloud environments desired.
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.