Microsoft – Customer Success Manager, Zurich

Job Description

Zürich, Zürich, Switzerland

CUSTOMER SUCCESS MANAGER – BUSINESS APPLICATIONS

WORKING AT MICROSOFT

Microsoft envisions a world where passionate innovators come to collaborate, envisioning what can be and taking their careers places they simply couldn’t anywhere else. This is a world of more possibility, more innovation, more openness, and sky’s-the-limit thinking – a cloud-enabled world.

Our mission is to empower every person and every organization on the planet to achieve more. This mission is ambitious and at the core of what our customers and employees care deeply about. We have unique capability in harmonizing the needs of both individuals and organizations. We deeply care about taking our ideals and vision global and making a difference in lives and organizations in all corners of the planet.

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.

To learn more about Microsoft’s mission, please visit: https://careers.microsoft.com/mission-culture

Check out all of our products at: http://www.microsoft.com/en-us

We are hiring!

CUSTOMER SUCCESS MANAGER for BUSINESS APPLICATIONS AT MICROSOFT
Microsoft aspires to help customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and services. To this end, Microsoft continues investing in a dedicated Customer Success team that will successfully help Microsoft customers adopt Microsoft Cloud.

We are looking for a Business Applications Customer Success Manager (CSM), The CSM will drive successful adoption and expansion of Business Applications workloads within her/his accounts and Industry. The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing workloads, and identify opportunities in her/his accounts, help customers drive change in their organisations in relation to their Business Applications workloads.

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 CRM, ERP, Power Platform to support sales growth.

The Customer Success Manager Business Applications role will enable our customers to realize business value from their investment and make our customers passionate advocates of Microsoft.

Responsibilities

Create Value for customers by

• Working on use cases and business scenarios in the customer environment and in connection to customer needs
• Ensuring business outcomes are identified and agreed and then building a “success plan” with the identified objectives, stakeholders, milestones, risks and metrics needed to achieve them
• Understanding customer business, needs, strategy, competitive landscape, and industry to support customer success

Drive Adoption and Usage by

• Setting up and executing an action-oriented adoption Plan in alignment with the overall account team and strategy
• Challenging the customer when necessary and positioning the organization to deliver solutions that satisfy customer and market needs
• Leverage deep functional expertise to increase the customer’s usage of existing workloads in areas such as ERP; CRM, Microsoft Customer Insights and Power Platform
• Evaluating and validating customer’s future needs, outlook, and outcomes by leading conversations with key stakeholders and business decision makers to open new business opportunities
• Teaming up with the extended account team and Partners to successful execution of the “success plan” via operational and execution excellence (eg process compliance, pipeline/engagements management, ….)
• Leverages tools and programs to accelerate customer time to value
• Sharing and leveraging best practices and ideas in the wider internal and external community

Guide Customer Strategy by

• Building/maintaining/leveraging strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption
• Creating strong support for new opportunities and to secure their willingness to advocate on Dynamics and Microsoft’s behalf
• Integrating Change Management principles to help customer transforming and adopting Cloud and realizing Digital Transformation

Qualifications

Basic Qualifications:

• Relevant customer success experience with focus on Business Applications and SaaS

Preferred Experience, Skills, and Qualifications:

• Previous experience in functional CRM or ERP consulting with top consulting firms or business applications vendors, and/or in a pre-sales CRM or ERP solution engineering capacity
• Experience in both consulting and pre-sales is ideal.
• Experience in driving CRM or ERP or other Business Applications transformation in enterprises through effective change management and adoption highly preferred
• Industry Knowledge to drive specific and relevant business scenarios and business value realization
  (eg: Public Sector, Manufacturing & Distribution, Health Care & Pharma, Financial Services & Insurance, Retail & Consumer Goods)
• Proven ability to map the customer’s business process to product capability
• Top-notch executive engagement skills with an ability to establish strong relationships with business decision makers
• Strong interpersonal skills that establish Trusted Advisor relationships with clients and account teams
• Organizational skills and the ability to manage multiple projects simultaneously
• Cultural awareness and appreciation for diversity
• Master’s degree with information technology/accounting/finance focus preferred
• Fluency in English in mandatory, German and/or French language would be an added advantage. 
• Willingness to travel – up to 20%

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. 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.