Digital CSM Manager at Microsoft

| Atlanta, GA
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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.
Azure is the most comprehensive, innovative and flexible cloud platform today and Microsoft is seeking talented professionals that will drive customer cloud adoption within the most important companies in the market. We are always learning. Insatiably curious. We lean into uncertainty, take risks, and learn quickly from our mistakes. We build on each other's ideas because we are better together. We stand in awe of what humans dare to achieve and are motivated every day to empower others to do more and achieve more through our technology and innovation. Together we make a difference.
As part of our transformation, one of our key areas of focus is the modernization of our sales motions. The Digital Sales organization is a dynamic, digital organization with a mission to accelerate Microsoft's growth in its cloud-first, mobile-first businesses along with the traditional businesses. This organization is at the forefront of delivering a new sales model leveraging modern technology, big data, and analytics to drive impactful engagements leading to customer success.
Do you love working with customers to achieve their business outcomes? Would you love to build expertise around the leading, next generation cloud services? As a Senior Technical Customer Success Manager (CSM), you will become part of the next generation of sales leaders at Microsoft. With the aid of best-in-class sales processes, techniques and technologies, you will be empowered to shape customer relationships for a strategic set of Microsoft's customers. These customers are adopting industry-leading products and services for their businesses, education systems or governments. You will serve as the central point of contact for the customer across engagements helping to drive Microsoft's existing cloud & enterprise consumption through developing and managing customer relationships.ResponsibilitiesCustomer Strategy
  • Utilizes information on customer business, needs, and strategy to support customer success. Demonstrates solid understanding of competition and industry trends. Meets with and holds conversations with customer stakeholders to develop deep understanding of the customer business, business outcomes, competition, and industry trends. Ensures customer and market insights are communicated to internal teams (e.g., product, support, operations) to influence improvements.
  • Identifies and articulates business value of role and solutions for customer organization through demonstrations, storytelling, etc., to provide evidence of business value in the customer environment. Tailors relevant customer stories and industry, competitive, and/or Microsoft best practices to support business outcomes. Tailors relevant value proposition to audience (e.g., roles, levels, function). Coaches and develops others in business value selling and best practices.
  • Leverages best practices to guide customer strategy and future growth for Microsoft by cultivating customer affinity with Microsoft programs/solutions that drive impact for the customer and establishing Microsoft as a leader. Provides feedback to Microsoft on customer development needs. Resolves blockers as needed to guide customer strategy. Proactively identifies risks and suggests mitigation strategies.
  • Understands customer needs and defines nuanced success goals to address root cause issues. Performs assessments and analyses to optimize against relevant business goals measured by business and adoption key performance indicators (KPIs), success measures, and customer expectations, depending on the type of engagement. Adapts customer success plans for anticipated tradeoffs as needed. Identifies resources (e.g., v-team orchestration, programs, incentives) and partner solutions to help customers derive value from existing Microsoft investments. Challenges customers plans or approaches to maximize investment within business, as well as in the market/industry.
  • Conducts analyses into what customers are using versus needs. Drives greater consumption with customers based on analysis of both usage and needs. Leverages insights to provide guidance and recommendations to customers. Drives, retains, and optimizes customer consumption.

Maintain Product and Solution Expertise
  • Consolidates and shares best practices with others. Uses knowledge to engage with customers and with internal teams. Educates and coaches others to use cloud adoption best practices. Develops and maintains industry solution expertise. Completes required training and certifications in a timely manner. Develops and implements personal development plan. Stays up to date on solutions. Becomes adept at cloud adoption best practices and how to implement in conversations with customers.

Orchestration
  • Identifies and coordinates internal and customer teams across functions to support business outcomes and enable execution of customer success through One Microsoft. Shares best practices in resourcefulness in navigating and identifying the right resources that have needed knowledge or expertise. Influences internal resources to work directly with customers.
  • Engages with and influences business and information technology (IT) decision makers by providing feedback or insights to help customers define and realize their digital and business-transformational targets. Influences others to help meet customer needs and prioritize efforts accordingly. Recognizes systemic issues to resolve.

Process Improvement
  • Follows processes, systems, and documentation as expected. Identifies issues or barriers to efficiency. Recommends improvements and partners to implement solutions.

Change Management
  • Provides guidance to customer in managing change initiatives by applying knowledge of change management principles, influencing decision makers to implement and scale change, and identifying and communicating alignment between customer culture and digital transformation. Guides execution by assisting customers in identifying resources, adoption partners, and key success factors to ensure customer is equipped to manage change. Ensures comprehensive assessment (e.g., workshop, key stakeholders) of customer's transformational change management capabilities.

Advocacy
  • Acts as the Voice of the Customer (VoC) and Partner by driving new feedback, blockers, insights, resources, etc., across communities (e.g., product teams, programs, and policies) so they can be added and prioritized. Drives action based on feedback and advocates on the customer's behalf to drive resolution. Brings in advocates to showcase success as references and advocates for customers by sharing stories, learnings, and best practices. Demonstrates expertise in the market. Represents needs of both customer and market to influence Microsoft priorities and resource engagement (e.g., product, offerings).

Other
  • Embody our culture and values
Qualifications Required/Minimum Qualifications
  • 6+ years sales and negotiation experience
    • OR Bachelor's Degree in Business Management, Information Technology, Marketing (or equivalent) or related field AND 4+ years sales and negotiation experience or related work or internship experience
    • OR Master's Degree in Business Management, Information Technology, Marketing (or equivalent) is required AND 2+ years sales and negotiation experience or related work or internship experience.
    • OR equivalent experience.
Professional:
  • Experience 3-6+ years of technology related sales and coaching architecture and solution sales; Experience working with or selling Azure or similar solutions preferred.
  • Management: 4+ years of people management experience with proven track record of successfully leading teams of 8 or more required; Familiarity with modern sales techniques and tools preferred
  • 4+ years of experience driving change management or technical adoption required Collaboration. Ability to generate trust, build alliances, and orchestrate interdisciplinary teams to the benefit of customers required.
  • Thought leader with executive presence, including the ability to hold CxO and BDM level discussions, exceptional interpersonal, verbal, written and presentation skills required.
  • Desire to work in a cooperative environment where one's growth potential is supported by one's abilities and attitude.
  • Results-Oriented: Motivated by performance rewards for exceeding annual sales goals through strategic sales leadership and strong cross business collaboration required.
  • Organized: Solid time management skills and ability to work independently or under supervision with a high level of integrity required
  • Execution: Strong experience leading and executing on Technology Visions.
  • Demonstrated ability to build a healthy pipeline of great technical sales talents required.
  • Proven experience developing a high-performance team through continuous coaching, and inspiration. Ability to inspire your team and to build and maintain a high organizational health and satisfaction score.
Technical:
  • Understanding of Cloud Platforms. Requires the ability to engage with customers technical leadership as trusted advisors. Requires the ability to articulate and present the business value of Microsoft's Apps and Infra and/or Data & AI related cloud solutions and have firm understanding of Microsoft's strategies and products relative to major competitors.
  • Have one of the following Associate Certifications: Azure Database Administrator Associate, Azure Data Engineer Associate Certified, or Azure Administrator Certified, or prepared to attain certification within 3 months.
  • Ability to identify new technical and business trends and needs and serves as the customer's voice into Microsoft.
  • Experience using Microsoft Office Suite applications; Dynamics CRM or other CRM experience is a bonus.
  • Passion for cloud technologies and changing the world.
#SMC
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
More Information on Microsoft
Microsoft operates in the Software industry. The company is located in Redmond, WA. Microsoft was founded in 1975. It has 206870 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and Life Insurance. To see all 1339 open jobs at Microsoft, click here.
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