Microsoft Corporation Customer Success Manager in Mountain View, California
Surface Customer Success Manager
About Modern Work Customer Success Team:
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power ofthe Microsoftcloud solutions and services. To help drive this effort, Microsoft has invested in the creation ofCustomerSuccess team (CS) that plays a key role in helping Microsoft customers achieve this digital transformation through successful adoption of Microsoft Cloud solutions. CS is the champion of customer success by ensuring our customers are successfully utilizing and consuming the Microsoft 3 clouds; CS learns from our customers and drives customer feedback into engineering to ensure that we are building a world-class platform and end-to-end experience for our customers.
TheTechnical Strategy team within theModern Work Customer Success HQ team drivesthe technicalstrategy for usage ofModern Workworkloads and help our customers realize business value from their investments, by supporting the Customer Success field teams(CSU)in various capacities. We are looking forCustomer obsessed peopleto drivepost-salesconsumption execution aroundMicrosoft Surface as part ofbusiness transformation.Overall, this team drives 3 main goals:1) Works directly with our most strategic customersworldwide todrivethe Monthly Active Devices (MAD) in Surface’s top Enterprise accounts2)Increase the repeat purchase in these accounts and driving customersatisfaction.3)Partner withother Surface rolesto build and scale best practicesand provide feedback to engineering.The role works closely with Surface Customer Success Managers whofocus on building the organizational change management plan and Surface Champion platform (train-the-trainer)as well as ondelivering user adoption including end-user training, executiveonboarding, andfrontline workersolution adoption.
Put simply, your focus is Customer Success = Surface Success
Build, maintain and leverage appropriate Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) with each customer, to influencehardwareadoption, create strong support for new opportunities, and to secure willingnessand fans toadvocatefor Surface
Provide customer lifecycle focus, from deployment through usage,adoptionand continual consumption. The goal is to driveactive use of Surfacedeeply into a customer’s business by enabling them to realize business valueof modern devices.
Farm new Surface portfolio-adoption opportunities, looking for areas across the organization to increase Surface installbase
Drive an integrated and powerful modern-workexperienceacross Surface, modern work apps, and Teams for IT andend-user
Maximize customer’s return on investment inSurface, drive usage ofintegratedModern Work andCloud services (Microsoft Teams), increase reference-ability and broaden upsell/cross-sell opportunities.
Create value for customers by ensuring they clearly define business outcomes and thenleadcurated“success plan” with the appropriately identified objectives, stakeholders, milestones,risksand metrics needed to achieve them.
Identify areas for MEM (Modern Endpoint Management) and orchestrate appropriate Microsoft resources to support the customer’s cloud journey.
Ensure good IT behaviors around Surface and create intent for Surface +M365
Quarterback new device pilots in existing accounts,removing technical blockers along the way, to ensure successful outcomes and portfolioadoption
Ensureconsistent and timelyrefreshmentstolatest generation Surface devices,curate customer’s device catalog to ensure first-in-classexperience
Leverage industry and deep functional expertise to expand the customer’s use of existingdevice workloads, and to identify new workloads.
Orchestrate and gain strong buy-in with multiple external (e.g.customer’s Partner) and internal Microsoft resources and be highly connected to Microsoft SMEs throughout the customer’sdevicelifecycle.
Represent the “Voice of the Customer;”Identify and report new/emerging Surfaceback to appropriate Microsoft stakeholders.
Minimum of5years of experience in sales or consulting in the enterprise segment, working directly with large customers and be familiar with field needs to successfully drive a new program
Deep understanding of Surface devices and their role within Modern Work; deep understanding of Surface scenarios and salesplays
Knowledge of competitor products and sales strategies
Goodunderstanding of Microsoft 365 workloads and scenarios
Experience on enablingusage, adoption, andconsumption, familiar with FastTrack and related processes,customerand partner requirements, and is deeply familiar with Enterprise field roles and challenges
Ability tobuild relationships and influence key executives and stakeholders across the organization, not limited to Industry, engineering, product,partnerand services teams, etc.
Presentation skills with a high degree of comfort with both large and small audiences (Senior Executives, IT management, etc.)
Top-notch executive engagement skills with an ability to establish trusted advisor relationships with business decision makers
Versatile with proven ability to be adaptable in rapidly evolving business/orgsituations
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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