Senior Customer Success Manager (English & Dutch (BB-8D8B4)
Trouvé dans: Xpatjobs BE
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 teamsand 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.
Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simplycouldntanywhere else. This is a world of more possibility, more innovation,more openness, and skys-the-limit thinking - a cloud-enabled world.
We arealways learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each others ideas, becausewe arebetter together. We stand in awe of what humans dare toachieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
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We arelooking for a Customer Success Manager (CSM) to drive successful adoption and expansion of Business Applications within her/his customers.
The Customer Success Manager will help key strategic customers during and after their implementation of new business applications. Assisted by senior functional and technical specialists, she/he isthere to make sure thecustomer and their implementation partner follow Microsofts best practices when it comes to project management & governance, involvement of the business next to IT, change management and adoption activities.She/he isthe customers trusted advisor and their guide towards success.
She/he helps define the project vision, objectives and success metrics and follows a proven methodology to reduce implementation risk and drive usage of existing applications. She /He raises awareness on new product capabilities and makes sure the customer fully benefit from them. She/he engages at senior management and C-level with business and IT managers. She/he isa change management expert and leverages the PROSCImethodology to stress the importance of a change management plan along with the software implementation to ensure ultimate business and user adoption.
Internally, the Customer Success Manager orchestrates Microsoft resources: applications experts, support, account managers. She/he isthe voice of the customer and regularly engages with worldwide product managementto continuously improve our products.
The CSM is also a key part of our customer facing sales teams and will be called on frequently to leverage their deep knowledge of business applications to support sales growth.
Key responsibilities include:Create value for customers by ensuring they clearly define business outcomes and then build a "success plan" with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achievethemBe accountable to drive high usage of Dynamics within customers by driving the creation and execution of a thorough and action-oriented adoption PlanLeverage deep functional expertise to increase the customers usage of existing workloadsProactively identify new workloads and expansion opportunities in each account to drive value both for the customer and for MicrosoftBuild, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption, create strong support for newopportunities and to secure their willingness to advocate on Dynamics and Microsofts behalfBuild/maintain rapid channel of communication to customer in case of online service-related issues and eventsOrchestrate and gain strong buy-in with multiple external (customers Partner) and internal Microsoft sales and services teams and be highly connected to Microsoft Subject Matter Experts throughout thecustomers Dynamics lifecycle
IF YOU CAN BRING:
calendar_todayil y a 4 jours