Customer Success Manager

Job Description

Customer Success Account Mgmt | Microsoft

The Tone:
This is a full-time role at Microsoft, a global technology company that develops and sells software, services, and devices. This position is vital for ensuring customers successfully adopt and derive maximum business value from their Microsoft investments. The role acts as a trusted advisor, guiding customers through their digital transformation journey and helping them achieve their strategic business outcomes.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid, South Africa
• Mission: Ensures customers achieve their digital and business transformational targets by driving consumption and optimizing value realization of Microsoft solutions.
• Tech Stack: customer relationship management systems, End Customer Investment Funds (ECIFs), Consumption and Renewal Review

What You’ll Actually Do
• Customer Understanding & Strategic Planning: Collect external information and engage with customer stakeholders to develop a deep understanding of their business lines, processes, outcomes, competition, and digital transformation priorities, using these insights to guide and adapt comprehensive customer success plans.
• Driving Value Realization & Consumption: Optimize value realization by performing data-driven assessments of customer adoption, engaging expert resources to develop customer-specific roadmaps, and executing consumption motions with business development managers and IT decision-makers.
• Influencing & Change Management: Engage with and influence business and technical decision-makers by providing insights, guiding customers in managing change initiatives, and proactively identifying and resolving consumption blockers to accelerate digital and business transformational targets.
• Customer & Partner Advocacy: Build consistent trust with customers and partners to establish a trusted advisor status, acting as the voice of the customer to drive feedback, resolve blockers, and advocate for their needs across internal teams like product and engineering.
• Community & Operational Excellence: Actively participate in and contribute to relevant internal and external communities by sharing best practices and insights, while also managing operational excellence through consumption process compliance, pipeline management, and providing regular updates to stakeholders.

The Must-Haves
• Background: Bachelor’s Degree in Business, Engineering, Technology, or a related field, with experience in consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, or change management.
• Experience: 4+ years of related work experience with a Bachelor’s Degree, or 3+ years with a Master’s Degree.
• Skills: Digital transformation, business analysis, stakeholder management, strategic planning, data-driven optimization, and change management principles.
• Bonus: Master’s Degree in Business, Engineering, Technology, or a related field with 4+ years of related work experience, or a Bachelor’s Degree with 6+ years of related work experience, including 2+ years specifically in change management and/or technology adoption.