In a cloud-first, mobile-first world, the retention of customers through Customer Lifecycle Management
) is critical to the success of an enterprise software business. An essential element of an effective CLM
strategy is the function delivered by the Customer Success Manager
). The CRMOL CSM
provides customer lifecycle focus from deployment through usage, adoption and continual consumption - with the goal of driving use of Dynamics CRM
deeply in to a customer's business. CRMOL CSM's
maximize the client's return on investment in Microsoft Dynamics
products and services, improve customer satisfaction and reference-ability, as well as broaden upsell/cross-sell revenue opportunities.
We are seeking candidates for CSM
positions within our Microsoft Dynamics
business. These CRMOL CSM
roles support our vision and strategy to build long-term customer relationships and help our partners form profitable businesses. This exciting role will create bonds with our CRMOL
customers across North America
and will fuel growth, retention and ultimately customer success.
responsibilities and expectations within the role include:
customer satisfaction and consumption through the successful use of CRM Online
and continual Consumption
of CRM Online
and maintain the appropriate C-Level
relationships within assigned accounts
rapid channel of communication to customer on service-related issues and events
as advocate for customer issues and accelerate resolution
of the Customer
and provide feedback to R&D, Sales
teams on product, the online service and operations issues
customers are supported by a partner or partners, establish a collaborative and "customer-first" relationship with those partners and hold them to a high standard of performance.
with the customer, the partner and other Microsoft
teams, to build a sound deployment plan and execute on it accordingly.
customer readiness for service updates and ensure they are aware of and prepared for potential impacts
the Dynamics CRM Online
roadmap with the Customer
and develop upsell and cross-sell opportunities that align to customers future business objectives
customer loyalty and referenceability
organizational agility to navigate Microsoft's
people and resources to benefit the customer
high level of data quality and hygiene to enable rapid and reliable reporting to all stakeholders that are measured on Dynamics CRM Online
degree or equivalent experience and 5+ years of account management experience required
3-5 years sales experience selling technology-based business solutions to Enterprise
and Upper Mid-Market
functional understanding of CRM
solutions and good understand of how customers deploy and use CRM
software in their business
or relationship management experience, with ability to develop trusted advisor relationships to senior LOB
, IT and Executive
level business decision makers
facing services experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
communication skills, articulate and clear verbal and written skills with the ability to have an open dialogue with customer & partner; and convey complex scenarios (i.e. licensing) in a language that is understood by their audience
experience helpful, aligned to the MBS
industries of retail, manufacturing, professional services, public sector or financial services. Some
sales experience selling technology-based business solutions to Enterprise
and Upper Mid- Market
accounts is desirable
interpersonal skills including the ability to establish Trusted Advisor
working relationships with our clients, as well as internal and partner stakeholders.
with successful collaboration and management by influence when working with non-reporting groups/individuals.
awareness and appreciation for diversity including ability and experience working in a global environment.
organizational and time management skills with the ability to manage multiple projects simultaneously.
, unrelenting "Passion
" for customer service.
This CRMOL CSM
role is primarily telephone based. In some instances, travel to customer may be needed. The role will be managed from Bellevue
, WA so co-location is desirable but not mandatory.
is an equal opportunity employer and supports workforce diversity
privacy statement can be viewed on the following web page: http://privacy.microsoft.com/en-gb/default.mspx>
is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
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