Customer Success Manager (7-10 yrs)

Responsibilities

Customer Relationship Management.

- Build foundational relationships across key customer stakeholders and 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 customers objectives and 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 product usage within customer ecosystem.

- Customer Success leadership Delivery and program Management.

- Lead the delivery 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 units to facilitate value realization with a focus on driving operational health.

- Help customers realize the value of their 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 growth within customer environment by using data.

- Own the reactive support for the customer incidents and orchestrate across 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.

- Strong experience in Power Platform.

- Understanding of Azure Cloud.

- Prior product exposure in Technology including, but not limited to, 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:

- 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.