Microsoft Customer Success Specialist

3 weeks ago

Somerset, New Jersey, United States SHI International Full time

Job Summary:

The Customer Success Specialist will work closely with the Public Sector MS Account Executive Team to retain existing and capture additional Microsoft clientele. This role is designed to ensure MS customers receive the highest level of service and compelling value on a daily basis.

Key Responsibilities:

  • Coordinate with MS-AEs to ensure onboarding customer Microsoft (MS) agreements to the company is seamless and effortless on the customers part.
  • Ensure customer retention by tracking set deliverables throughout the life of an agreement.
  • Be a resource to help advise customers on a routine basis about MS software programs or other related services.
  • Capitalize on customers' contracts by collaborating with the companys MS-AE for pivots off the install base to identify other Microsoft and non-Microsoft opportunities.
  • Partner with customer, the Microsoft Account Team and SHI Account Team to prioritize and plan customer engagements that enhance MS and Non-MS program utilization.
  • Assist with analyzing data to identify, upsell opportunities, cross sells or encapsulating services like digital transformation, Cloud Migration, ITAM and others.
  • Maintain a working knowledge of the core Microsoft 365 Suite and Azure product features and functionality.
  • Assist with analyzing data from the O365 Optimization Tool to help our customers understand their utilization.
  • Conduct meetings through MS Teams to communicate with customers and internal teams and on occasion in person.
  • Acquire accreditations and meet other training requirements throughout the lifetime of the role.
  • Create, Track and Update all activities in the companys CRM system.

Qualifications:

  • Bachelors Degree or Equivalent Experience.
  • Minimum 2 years experience working with/managing projects involving Software Licensing Agreements, Software Renewals and Maintenance Management preferably Microsoft specific.
  • Understanding of Microsoft Teams, and/or Microsoft 365 and cloud options (Azure, AWS GCP).

Required Skills:

  • Professional maturity, integrity and discipline and a positive attitude.
  • Ability to build strong customer relationships that ensures account retention and customer loyalty.
  • Strong verbal and written communication on skills.
  • Strong phone skills, inbound and outbound.
  • Strong teamwork ability, capacity to be a Team player as an overlay.
  • Strong analytical skills.
  • Ability to learn new concepts and processes quickly that lead to proactively expanding technical depth in products, solutions, and services.
  • Capacity to be a subject matter expert in multiple families of solutions.
  • Ability to recommend services that compliment and/or round out proposed solutions.
  • Excellent organizational and self-management skills.
  • Ability to learn and utilize cost modeling tools, licensing workbooks and ROI calculations.
  • Results oriented and driven.
  • Ability to understand and resolve escalations.
  • Willingness and desire to engage with both Business Decision Makers and IT Decision Makers.
  • Ability to be responsive to customer and get internal organizations to complete tasks.
  • Proficient in CRM.
  • Proficiency in MS office tools Outlook, Word, Excel, PowerPoint, Teams.
  • A keen interest in both business and technology solutions.

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