Customer Success Manager - Microsoft

About the role

The Customer Success Manager - Microsoft is responsible for onboarding customers, guiding them through their product or service lifecycle, and ensuring retention and growth through strategic customer success reviews. This role involves serving as a Subject Matter Expert, building strong customer relationships, and collaborating with internal teams to align offerings with customer objectives.

Responsibilities

• Onboard customers and guide them through their respective product or service lifecycle to ensure retention and growth
• Function as the Subject Matter Expert (SME) for specific platforms, tools, or services relevant to the role
• Plan and conduct regular Customer Success Reviews (CSRs) or meetings to review product usage, roadmaps, and customer feedback
• Interpret and analyze detailed consumption reports and provide insights for customer success and renewal strategies
• Build and maintain strong relationships with key customers and partners to ensure a positive customer experience and foster trust
• Collaborate with sales and other internal teams to align offerings with customer objectives and drive co-selling opportunities
• Provide support and direction to project teams to ensure successful delivery and synchronization of service projects
• Continuously learn and develop knowledge on new product technologies and specific offerings relevant to the role
• Manage workflow of orders and ensure timely delivery of services, working directly with customers and carriers
• Maintain effective communication with customers and internal teams through various platforms to update on status and understand upcoming needs

Requirements

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Intermediate
• In-depth understanding of Cisco's business model, architectural frameworks, and comprehensive solutions, enabling effective deployment and management of Cisco technologies - Intermediate
• Ability to articulate Cisco Smartnet renewal program - Intermediate
• Completed Bachelor’s Degree or relevant work experience required
• Ability to travel to SHI, Partner, and Customer Events
• 2-4 years of experience in a technical, business, or sales role
• 1+ year of experience selling Cisco products

Qualifications

• Proficiency in using Microsoft Dynamics AX for enterprise resource planning, including tasks such as order tracking, inventory management, and financial reporting - Intermediate

Skills

• Organization
• Self-Motivation
• Communication
• Time Management
• Presenting
• Impact and Influence
• Analytical Thinking
• Problem-Solving
• Business Acumen
• Emotional Intelligence
• Results Orientation
• Multi-Tasking

Benefits

• The estimated annual pay range for this position is $70,000 - $250,000, which includes a base salary and bonus/commissions.
• The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual.
• Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.