Customer Success Manager Job at Microsoft
The Technology for Social Impact (TSI) team is chartered with the mission of bringing the power of technology to every non-profit and humanitarian organization to accelerate Social Good. This organization will bring together our donation and grants programs, industry solutions, commercial sales efforts, and partner ecosystems to empower non-profits globally to address the world’s most pressing needs. Profits generated from this business will be reapplied to scaling operations and investments for Microsoft’s public good investments. This is a dynamic and fast-growing business focused on helping organizations on the front line of change to do their best work to create inclusive and enduring positive impact throughout our communities.
The Customer Success team within TSI is looking for a highly capable Customer Success Manager to work with customers building solutions for the nonprofit industry with a focus on Microsoft Business Applications in particular Power Apps and Microsoft Cloud for Nonprofit. Your primary responsibilities will be to work directly with our customers to drive adoption and customer outcomes.
Responsibilities
Customer Centricity:
Customer Satisfaction - Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging Microsoft Business Applications and Cloud for Nonprofit, expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.- Customer/Partner Insights: Provide feedback & insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement.
Business Impact
- Consumption (Cloud & Support) growth: Develop opportunities to drive Customer Success business results by providing expertise/guidance to technical decision makers to ensure they understand Microsoft's Business Applications and Cloud for Nonprofit, value proposition and get value from their investment in the Microsoft technology via solution optimization, operational excellence and performance efficiency.
- Resolution of Customer Blockers: Identify resolutions to issues blocking go-live of customer success projects by leveraging technical subject matter expertise.
- Lead the technical conversations with customers to drive value from their MS investments.
- Deliver all work according to MS best practices & policies and using repeatable IP.
- Identify growth opportunities: Leverage knowledge of the products, services, and value propositions of Microsoft Business Applications and Cloud for Nonprofit, in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.
Technical Leadership
- Continuous Learning: Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
- Accelerate customer outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-sure and learn from others to help accelerate your customers transformation journey.
Qualifications
Required/Minimum Qualifications
- Bachelor's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management)
- OR Master's Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management)
- OR equivalent experience.
- Functional or technical certification in one or more Microsoft Power Platform and Dynamics 365 apps (expert level)
- Demonstrated experience and knowledge of Success by Design methodology
Additional or Preferred Qualifications
- Bachelor's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management)
- OR Master's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, solution architecture, change management)
- OR equivalent experience.
- 2+ years experience in change management and/or technology adoption.
- Change Management Certification (e.g., Prosci)
#CELA #TSI
The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year.
Microsoft has different base pay ranges for different work locations within the United States, which allows us to pay employees competitively and consistently in different geographic markets (see below). The range above reflects the potential base pay across the U.S. for this role (except as noted below); the applicable base pay range will depend on what ultimately is determined to be the candidate’s primary work location. Individual base pay depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time.
At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
At Microsoft certain roles are eligible for additional rewards, including merit increases, annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role. Benefits/perks listed here may vary depending on the nature of employment with Microsoft and the country work location. U.S.-based employees have access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.
There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.
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. 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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