Relationship Manager, Cloud and Enterprise Engineering in Bellevue, WA


TitleRelationship Manager
CategoryCustomer service & support
LocationBellevue, WA
DivisionCloud and Enterprise Engineering
Date AddedMarch 27, 2015
Open Positions1

In a cloud-first, mobile-first world, the retention of customers through Customer Lifecycle Management (CLM) 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 (CSM). 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 -CRM Online 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.
Key responsibilities and expectations within the role include:
Drive customer satisfaction and consumption through the successful use of CRM Online
Drive Usage, Adoption and continual Consumption of CRM Online
Build and maintain the appropriate C-Level relationships within assigned accounts
Maintain rapid channel of communication to customer on service-related issues and events
Act as advocate for customer issues and accelerate resolution
Act as Voice of the Customer and provide feedback to R&D, Sales and Marketing teams on product, the online service and operations issues
Assure 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.
Work with the customer, the partner and other Microsoft teams, to build a sound deployment plan and execute on it accordingly.
Ensure customer readiness for service updates and ensure they are aware of and prepared for potential impacts
Evangelize the Dynamics CRM Online roadmap with the Customer. Identify and develop upsell and cross-sell opportunities that align to customers future business objectives
Build customer loyalty and referenceability
Use organizational agility to navigate Microsoft's people and resources to benefit the customer
Maintain high level of data quality and hygiene to enable rapid and reliable reporting to all stakeholders that are measured on Dynamics CRM Online.
Qualifications and Experience
College 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 accounts
Good functional understanding of CRM solutions and good understand of how customers deploy and use CRM software in their business
Account or relationship management experience, with ability to develop trusted advisor relationships to senior LOB, IT and Executive level business decision makers
Customer facing services experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
Excellent 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
Industry 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
Considerable interpersonal skills including the ability to establish Trusted Advisor working relationships with our clients, as well as internal and partner stakeholders.
Experience with successful collaboration and management by influence when working with non-reporting groups/individuals.
Cultural awareness and appreciation for diversity including ability and experience working in a global environment.
Strong organizational and time management skills with the ability to manage multiple projects simultaneously.
Deep, 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.
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