Job Description

PepsiCo – Customer Success Manager

Overview

The Customer Success Manager works directly with PepsiCo senior executives and sector IT leads to provide strategic direction and assistance with collaboration applications and projects delivered by Global Workplace Services. In this role, the CSM foster relationships to provide guidance and solutions for use cases and subject matter expertise for key initiatives. They will assist with the change management processes to provide awareness and understanding of these key initiatives. The CSM will partner closely with peers to increase the adoption of collaboration tools and report on KPIs measuring adoption. The CSM will work closely with customers and IT Leads in the AMESA and Europe regions to gather feedback and identify new capabilities that will improve end-user experience.

Job Responsibilities

• Communicates effectively with business and its partners, including executives• Provides guidance and solutions for collaboration use cases• Subject matter expert on key strategic initiatives• Partners with peer group and other IT teams to increase adoption of tools• Demonstrates initiative and the ability to accomplish aggressive project goals• Effectively present facts and recommendations in oral and written form

Qualifications

• 8+ years in IT• 5+ years Collab capabilities (MS Teams, SharePoint, Zoom)• 2+ business intelligence tools (Power BI, Tableau, tyGraph)

• Strong knowledge of workplace services technologies, especially Microsoft 365 capabilities

• Proven ability to foster close business relationships and work closely with business partners to gather business requirements and recommend solutions• Solid technical aptitude, leadership, and customer-facing skills• Strong communication and presentation skills, specifically in training

• Develop an understanding of collaboration tools, how they work together, and how internal governance changes the standard• Ensure the feature and benefits of collaboration tools are understood and valued• Must have a collaboration background and knowledge in the collaboration industry• Position the appropriate IT services for customers to consider when deploying a technology solution• Effectively highlight IT technological advantages and disadvantages from the customer’s perspective• Identify technical win strategies from a business and technology perspective