Customer Success Manager

2 weeks ago

Atlanta, Georgia, United States Microsoft Corporation Full time

Overview
In the realm of Small, Medium, Corporate (SMC) and Digital Sales, our mission is to empower clients through the distinctive advantages of the Microsoft cloud by establishing a globally-oriented, digital-first scalable organization.

Commitment to Growth
Dedicated to one of the most rapidly expanding customer segments, the SMC and Digital Sales division is focused on delivering a global digital scale engine for our operations. This is where your expertise becomes essential.

Role and Responsibilities
As a pivotal member of local subsidiaries or Digital Sales centers worldwide, you will assist a dedicated group of clients in recognizing and fulfilling their business goals through exemplary digital engagement.

You will also have the chance to collaborate across teams while embodying our shared SMC and Digital Sales cultural priorities: Diversity and Inclusion, Wellbeing, Sustainability, Philanthropy, and Continuous Learning.

If you are known for your customer-centric approach and possess a passion for digital-first solutions, we encourage you to explore the SMC and Digital Sales organization and the value we consistently provide to our customers, partners, and each other.

Leadership Role
As a Technical Pre-Sales Customer Success Manager, you will oversee a team that engages with Direct Microsoft Customers regarding their Modern Work solutions, acting as their primary contact to help them realize the value of their current solutions and drive additional value through new Security and Teams-focused solution offerings.

Key Objectives
Your primary goals will include:

  • Enhancing Customer Engagement: Lead your team to boost customer engagement by delivering solutions that generate incremental revenue, seat additions, and product utilization within their portfolios.
  • Reducing Customer Churn: Mitigate customer turnover by promoting the adoption of existing Modern Work investments.
  • Technical Support: Guide your team in delivering demonstrations and addressing customers' technical product requirements.
  • Achieving Business Targets: Meet or surpass consumption and churn prevention objectives, ensuring pipeline integrity. Accurately forecast, assess risks, and identify exceptional performance strategies during weekly deal and pipeline reviews with senior management.
  • Performance Reporting: Provide insights on monthly, quarterly, and annual targets, delivering competitive business intelligence, trends, and analyses to foster ongoing performance enhancements.
  • Diversity and Inclusion: Cultivate a diverse and inclusive team, developing Customer Success Manager proficiency in essential capabilities and skills.
  • Career Development: Mentor team members and exemplify Microsoft Leadership Principles and Practices.
  • Driving Customer Outcomes: Enhance sales and technical expertise through mentoring, supporting individual professional growth, and effectively engaging with customers to eliminate obstacles during calls.

Qualifications
Required:

  • Bachelor's Degree in Business Management, Information Technology, Computer Science, Engineering, or a related field AND a minimum of 6 years of experience in sales, negotiation, technical architecture, consulting, design, implementation, or technical sales.
  • 1+ years of experience in areas such as architecture design, networking, container services, data center migrations, or database administration.
  • Experience in people management within customer success, specifically in technical pre-sales.
  • 3+ years of technical security experience in solutions such as Modern Work Business Premium, Teams Phone, Threat Protection, SIEM, Incident Response, Extended Detection and Response (XDR), Security Orchestration, Automation, and Response (SOAR), Security Operations Center Management, Identity and Access Management, Cloud Infrastructure, and Cloud Security.

Preferred:

  • Strong relationship management and negotiation skills.
  • Leadership abilities to inspire and drive improvements.
  • Experience initiating and leading business strategy discussions with decision-makers regarding business processes, industry trends, and drivers.

Compensation
The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year. Different ranges apply to specific work locations.

Equal Opportunity Employer
Microsoft is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to various protected characteristics.

If you require assistance or reasonable accommodation due to a disability during the application process, please refer to our accommodations page.

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