Customer Success Manager

Location: Bangalore - Bellandur

Workspace type: Hybrid

CSS request.

Customer Success Manager

Overview

As a CSAM, you are the primary delivery lead and a partner for our more strategic customers, empowering them to achieve more by accelerating their value realization across our Digital Cloud platforms. By leveraging your technical expertise, business acumen and industry perspectives you will be responsible for the end-to-end post sales delivery and support orchestration across the Microsoft and Partner ecosystem to align the right resources at the right time to achieve customer business outcomes.

Responsibilities

Customer Relationship Management

Build foundational relationships across key customer stakeholders and Microsoft Account leadership to understand the client business priorities and to plan solution delivery in alignment with their priorities.

Customer Success Leadership - Customer Strategy and Growth

Partner with Account team peers to contribute to account plans and drive conversations with customers that define and prioritize the strategic alignment between your customer's objectives and Microsoft's goals.

You will foster relationships with key internal account team colleagues and senior stakeholders who could be in different time zones; so, a flexible approach to working hours will be expected.

Drive and Govern customer success via increased Microsoft product usage within customer ecosystem.

Customer Success leadership - Delivery and program Management

Lead the delivery of Microsoft solutions and take ownership of team coordination/collaboration that accelerates production level consumption across solution areas to help our customers achieve their goals.

Orchestrate delivery resources across multiple Microsoft units to facilitate value realization with a focus on driving operational health. Help customers realize the value of their Microsoft investments and leverage support agreements to achieve their goals.

Analyze trends and derive insights from the data collected across the customer environment (incidents, platform, health scores) to improve stability and reliability. Drive Microsoft growth within customer environment by using data.

Own the reactive support for the customer incidents and orchestrate across Microsoft units to address the customer concerns on-time.

Qualifications

Typical day in the role

60%: Focused on customer-facing activities such as planning, customer communication, booking etc

40%: Coordinating with internal teams to drive customer activities such as raising requests for booking, partnering with relevant teams to scope out customer requirements

Supports global customers

Key orchestrator across different roles to service the customer post-sales

Incident Management, as appropriate

Analytics of the data (Incident, environment performance, consumption etc) as needed to plan the next best action for the account

Skills

At least 7-10 years of customer-facing experience in the capacity of Customer Success, Business Development or Account Management

Understanding of Azure Cloud

Prior product exposure in Technology including, but not limited to, Microsoft Products, Cloud, SaaS. Servers & Devices will not be relevant

Proven track-record of supporting orchestration, working across regions and team

Strong analytical skills and be able to independently analyze data using any of the tools to create trend charts, bar graphs etc

Excellent communication and negotiation skills

Nice to have:

Microsoft or competitor equivalent (e.g., AWS (Amazon Web Services)) certification in relevant technologies (e.g., Azure, M365, D365, AI (artificial intelligence)).

Information Technology Infrastructure Library (ITIL) Foundation certification or equivalent