Scale Customer Success Associate - Brazilian Portuguese Speaking

Microsoft

Location: Atlanta, Georgia, Boston, Massachusetts, Chicago, Illinois, Dallas, Texas, Fort Lauderdale, Florida, Hartford, Connecticut, New York, New York, Philadelphia, Pennsylvania, Woodbridge Township, New Jersey

Job Type: Full time

Posted

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Microsoft Store Direct Sales and Support (DSS) is the best place for businesses, educators, and consumers to experience all that's possible with Microsoft and its partners through unparalleled service and support. Operating in five countries across 23+ Hub locations, our team has grown to serve all customer segments through personalized sales interactions, needs-based training, and on-demand virtual support. We are energized and driven by the opportunity to innovate in how we engage with all customers, optimize our talent for greatest impact, and most importantly, empower our valued customers to achieve more. Do you want to be a key sales leader at one of the largest cloud companies in the world at the most exciting transformative time in the industry?

The Scale Customer Success Manager (CSM) Associate will be focusing on managed SMC Corporate or Enterprise Modern Work customers in their territory. This is an exciting role that will help create bonds with our Modern Work customers and will fuel customer success, retention, growth, renewal and advocacy. Your work will be focused on helping our customers achieve their desired business outcomes and collaboration goals by working with Microsoft 365 and Microsoft Teams workloads, with focus on Teams, Teams Meetings, Teams as a Platform, and emerging technologies like Microsoft Viva.

Key success measurement for this role will be driving incremental Monthly Active Usage (MAU) of Teams, Teams Phone, Teams as a Platform and VIVA.

Responsibilities

Business Focus

  • Drive usage growth of "Modern Work" solutions (Microsoft 365 with a focus on Microsoft Teams Platform, VIVA and Phone through Customer Success excellence; reducing competitive threat.
  • Be a Modern Work consumption subject matter expert with the ability to design customer solutions, lead presentations, demonstrations, and workshops with both BDMs and ITDMs.
  • Role Model One Microsoft - exceptional cross-team collaboration and communicator. Partner with all required Microsoft stakeholders in the subsidiary and Hubs to drive clarity and effective cross-team collaboration.
  • Amplify the Voice of the Customer within Microsoft, providing general insights, optimization recommendations of Scale CSM program and removing obstacles.
  • Drive operational excellence, including timely consumption/utilization opportunity management, and high-quality reporting and insights through proper tools and channels.
  • Manage and drive usage culture at scale activating partner ecosystem.
  • Identify and document consumption best practices and customer references to further grow the success of the Scale CSM program.

Trusted Advisor & Operational Excellence

  • Engages in conversations with Modern Work customers to demonstrate how Microsoft technology (e.g., Microsoft 365) can enable digital transformations and increase functionality and efficiency or work; uses a fundamental understanding of customers' businesses to engage them in discussions to identify opportunities in their work, in collaboration with partners and services. Builds, maintains, and leverages relationships with the Enterprise, and SMC account teams and shares sales opportunities. Drives end-user excitement and Microsoft 365 adoption and usage with a focus on Microsoft Teams. Identifies technical, competitive, and security blockers; engages relevant resources to address them to accelerate customer usage
  • Maintains high data hygiene. Ensure data is entered in MSX on all customer engagements in a timely and high quality way that allows accurate reporting to Field/Segment leadership teams.

Learning

  • Completes all required training and obtains relevant product and role certifications aligned to the role and workload/industry; proactively asks for help and is open to feedback and coaching from managers and teammates; seeks advanced knowledge of training techniques and Microsoft products.

Other

  • Embody our culture and values
  • May perform other duties as assigned.

Qualifications

Qualifications

Required/Minimum Qualifications

  • High School Diploma AND 2+ years sales, customer service, or training experience
    • OR Bachelor's Degree AND 1+ year(s) sales, customer service, or training experience
    • OR equivalent experience.

Additional or Preferred Qualifications

  • High School Diploma AND 4+ years sales, customer service, or training experience
    • OR Bachelor's Degree AND 2+ years sales, customer service, or training experience
    • OR equivalent experience.

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.

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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