With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products, services, and partnerships. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
As a Customer Success Manager, you will enable customers to achieve their business outcomes, based on their investments in Microsoft technologies. Leveraging your knowledge of Unified Communications, you will lead business & technical conversations with customers to identify opportunities and remove critical blockers to the success of their technology projects. This is a customer facing role and you can work up to 40% from home.
Microsoft's mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
**Responsibilities**:
Customer Success Managers own customer engagements to drive enablement and usage of Microsoft Teams Phone.
**Key responsibilities include**:
- **
Accelerate Value Realization**: Actively engage with business and technical decision makers to drive intent, enablement and usage of Teams Phone, securing long-term customer renewal. Galvanize technical and sales experts around additional identified opportunities to develop customer specific roadmaps that drive further growth & business value realization.
- ** Drive Usage**: Develop opportunities by working with customers to ensure they understand Teams Phone value proposition. Provide technical implementation guidance driving active usage of the solution. Actively listen and respectfully challenge customers to drive the best outcomes.
- ** Customer Trust and Advocacy**: Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources.
- ** Technical Development**:Demonstrate Self-Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.
- ** Operations and Execution excellence**: Manage operational excellence and customer health by ensuring process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers transformation initiatives. Meet or exceed KPI and targets set.
**Qualifications**:
**Required Qualifications**
**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, customer change management)
- ** OR** **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, customer change management)
- ** OR equivalent experience.**
**Preferred Qualifications**
- Deep technical knowledge of Unified Communications solutions.
- 4 + years of work experience managing Teams Phone environment or competitive voice solutions, such as Google, Cisco, Zoom, Avaya, Ring Central and Mitel.
- Professional Experience_
- Executive Stakeholder Value: Experience in building and maintaining executive-level stakeholder relationships and leading value proposition conversations aligned to customer priorities and outcomes.
- Business Process Analysis: Depict customer business processes and prepare for the analysis and improvement of business process performance. Articulate, demo, and present complex customer concepts to varying audiences, such as BDMs & ITDMs.
- Territory & Pipeline Mgmt.: Experienced in territory & usage pipeline management, opportunity qualification, stakeholder communication, and partner engagement. Experience in ensuring customers realize value by consuming technology and services investments.
- Collaboration & Community Engagement: Experienced in orchestrating and leading virtual teams to develop and drive usage opportunities through influence. Identify and document best practices and customer references.
- Network & Voice Operations: Expertise and ability to lead technical presentations, demonstrations, workshops, design architecture, highlight integrations, and produce production ready pilots for Teams Phone, Voice, Meetings, Calling and Devices ensuring customer security and compliance requirements are met.
- Technical experience_
- 5+ years of experience in Unified Communications, Telephony, customer support, customer success management or technical discipline preferred.
- Technical experience with design, configuration and implementation of infrastructure in Microsoft Teams Phone System, Direct Routi