Customer Success Manager, Converged Communications
Microsoft - Little Ferry, New Jersey, us, 07643![Microsoft](/api/image?src=https%3A%2F%2Fgeneral-board-default.s3.us-east-2.amazonaws.com%2Fpublic%2Fimages%2Fdesk-360x180.webp&w=640&q=75&f=webp)
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Overview
Develop and maintain valued relationships with key customer stakeholders and business decision makers to ensure customer satisfaction and loyalty.Understand customer business needs and help them achieve their goals through the effective use of our converged communication solutions.Drive adoption and expansion of converged communications solutions within assigned customer accounts.Help customers accelerate the digital transformation of their business processes by mapping Microsoft and partner technologies to meet their needs.Identify and document consumption best practices and customer references to further improve the success of customers and with other accounts teams.Meet or exceed key performance indicators and targets.Collaborate with cross-functional teams to ensure customer success and advocacy, including sales, support, product, and engineering.As a consumption subject matter expert, you will lead technical presentations, demonstrations, and workshops, design architecture, highlight integrations, and guide production-ready pilots for Teams voice and related technologies, ensuring that customer requirements are met.You will be responsible for having customer conversations on the benefits of Microsoft voice solutions compared to competitor products and offerings.Partner with various account members, look holistically at an account and make objective assessments and recommendations.Monitor customer health and proactively address any issues that may arise.Provide regular updates to management on customer status, progress, risks, and blockers.Desire for understanding and learning of AI technologies.Embody our Culture and Values.Qualifications
Required Qualifications
Bachelor's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., customer success management, account management, consulting, pre-sales/post-sales, technical sales, technology solutions, change management)OR Master's Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., customer success management, account management, consulting, pre-sales/post-sales, technical sales, technology solutions, change management)OR equivalent experience.4+ years of enterprise technical experience in any of the following communications technologies: Microsoft converged communications (including Microsoft Teams Phone, Microsoft Teams Rooms, and Microsoft Teams Premium), Microsoft Unified Communications (includes chat, file sharing, telephony, and video conferencing or related communications platform solutions).4+ years of enterprise technical account experience including any combination of the following: adoption of the converged communication platform, integrating communication tools, enhancing collaboration, streamlining workflows, advancing modern workplaces, architecture design, change management, trusted advisor, stakeholder management or related.Additional/Preferred Qualifications
3+ years of enterprise experience mapping customer’s business process and needs to product capability and solution areas across convergent communications technologies.Ability to work in an incubation style team setting while contributing to the overall strategy of our organization and work independently.Ability to work independently and as part of a national team.Desire and ability to grow technical skills and aptitude as solutions evolve.Ability to shift conversation and delivery between business executives and IT decision makers.Knowledge of converged communications solutions and the telecommunications industry.Experience as a Trusted Advisor and ability to influence key executives and stakeholders within a customer.Proven ability to map the customer’s business process and needs to product capability and solution areas, including ability to quickly pivot to how Microsoft Teams voice technologies can accelerate and enable that transformation.5+ years of experience in unified communications, telephony, customer support, customer success management and/or relevant technical discipline.Deep experience with, and ability to explain key benefits, trade-offs, and architectures relating to network routing, telecommunication platforms; voice applications & integration and networks is a plus.Microsoft will accept applications and processes offers for these roles on an ongoing basis.Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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