Customer Success Manager Business Applications

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
**Responsibilities**:
Understanding the Customer
- Proactively aligns with internal teams on customers' business priorities. Collects external information on customer business, needs, and strategy. Develops a deep understanding of customer's business lines, business processes, business outcomes, competition, key personas, digital transformation priorities, and industry trends. Meets with and holds conversations with customer stakeholders and business decision makers (e.g., Chief Experience Officers, Chief Marketing Officers, Chief Revenue Officers, Chief Commercial Officers, line of business (LOB) leads) to create and update stakeholder map. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams).
Driving Business Value Realization
- Using a data-driven approach, performs assessments and analyses of customer's adoption activities to optimize Microsoft solutions against adoption and business Key Performance Indiciators (KPIs), success measures, and customer expectations, as appropriate. Adapts customer success plans for anticipated tradeoffs in order to stay aligned with strategic vision. Optimizes value realization by engaging other resources (e.g., Engineering, Partners, Cloud Solution Architects) and ensuring progress reporting. Galvanizes technical and sales experts to develop customer-specific roadmaps to drive further business value realization. Cultivates successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers.
Driving Consumption
Guiding Customer Success Strategy
- Engages with and influences business and technical decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets. Leverages customer success engagement frameworks to guide customer success strategy, create a customer journey map, and produce customer success plan (e.g., dynamic journey to success). Provides feedback to Microsoft on customer development needs.
Partner Engagement
- Engages with, leverages, and/or builds relationships with relevant partners to support business outcomes. Leverages strategic offerings to run plays with partners based on a joint understanding of the customer. Builds a joint plan with partners. Recommends partnerships with high strategic value and cultivates their support. Executes consumption motions with partners.
Cross-Team Collaboration
- Leads and contributes to internal teams across functions to inform programmatic improvements to internal account strategy, such as developing business outcomes and enabling the execution of customer success through One Microsoft. Identifies and integrates key stakeholders in other solution areas to do joint solution identification to increase relevance, support execution, and drive customer business value.
Operational and Execution Excellence
- Manages operational excellence and customer health by ensuring consumption process compliance and managing pipeline (e.g., customer relationship management systems), engagements, and blockers by leveraging key tools, programs, and insights (e.g., End Customer Investment Funds (ECIFs), Consumption and Renewal Review). Establishes and maintains internal governance processes. Leads solution area-specific rhythm of business (ROB) and reports on overall health across territories within the organizational unit (OU), interpreting and providing data-driven insights fo

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