Customer Success Manager, Microsoft

CDW; Toronto; Presencial; CAD 110.000 - 150.000; Jornada completa

Descripción de la vacante

CDW is seeking a Customer Success Manager to drive full-stack cloud solution adoption and ongoing customer satisfaction for Microsoft solutions. You will partner with Sales, Solutions, Services and Channel teams to plan success strategies, act as trusted advisor, and orchestrate multi-team efforts to deliver measurable outcomes.

In this role, you will focus on lifecycle management of Microsoft solutions, build strategic relationships with executive stakeholders, drive adoption of cloud services,

Formación

• Bachelor's Degree or equivalent experience.
• Two-year minimum technical pre-sales or technical architecting experience.
• Experience with Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Experience with AWS, Microsoft, GCP.

Responsabilidades

• Establish a trusted advisor relationship with each customer to drive value.
• Work with clients to set goals and track KPIs to achieve outcomes.
• Engage with executives to define and measure impact of aligned solutions.
• Drive adoption and consumption for cloud services through programs.
• Build cloud-related solutions based on market understanding with CDW services.
• Be a thought leader in cloud solutions and CDW capabilities.
• Coordinate with internal teams to develop strategic success plans.

Conocimientos

Customer Success

Pre-sales

Cloud familiarity

Educación

Bachelor's degree or equivalent experience

Herramientas

AWS

GCP

Microsoft Azure

Descripción del empleo

The Customer Success Manager (CSM) role focuses on full-stack solution sale and adoption as well as ongoing customer satisfaction. This role is responsible for working with sales, solutions, services, and channel teams to plan and organize customer success strategies. The incumbent has strong customer management and business consultancy skills and is passionate about proactively engaging with their customers and expanding their use cases.

The CSM develops and maintains strategic relationships with Sales & Services Management of the customers they support and are seen as a trusted advisor who drives business outcomes.

The CSM is expected to be subject matter expert in Hyperscale Cloud Services. This position will require presenting and selling CDW's full stack services capabilities with an emphasis on cloud solutions through customer-facing meetings or events.

The incumbent in this role operates independently using standard approaches, existing tools, templates, and resources; shares knowledge and information that may benefit the team.

Role Overview - Customer Success Manager, Microsoft

This CSM role will also focus on lifecycle management of Microsoft solutions and services.

Key Areas of Responsibility

• Establish a trusted/strategic advisor relationship with each customer to drive full value of our solutions.
• Work with clients to establish critical goals, or other key performance indicators, and aid the customer in achieving their desired outcomes.
• Engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of your aligned solutions to an organization.
• Drive adoption and consumption for cloud services through various programs
• Build robust Cloud related solutions based on competitive and market understanding with CDW services
• Be a recognized expert and thought leader in the practical application of CDW and Cloud solutions
• Utilize Ai tools to develop and deliver strategic "success plans" in collaboration with internal teams to key customers, identifying stakeholders, milestones, metrics, and risks inherent to the journey
• Ensures customer creates value through defining and achieving business outcomes
• Gather advanced insights and knowledge of your customers business/industry
• Escalate critical customer issues and ensure escalation ownership internally Act as the Voice of the Customer and provide feedback to Services, Sales, Operations and Channel teams Drive customer readiness to start new business platform for you…??...
• Partner with the Sales organization in select competitive sales cycles to drive revenue opportunities in the existing base
• Ability to orchestrate and gain strong buy-in with multiple external (e.g. Channel Partner) and internal teams (Account Manager, Field Solution Architect, Specialists) and be highly connected to solution Subject Matter Experts (SMEs) throughout the customer's lifecycle
• Measure and report on the impact of the offerings currently in place, so that the customer and CDW have a common understanding of the value they are receiving toward achieving their expected outcomes.
• Identify, define and drive renewals, phased upsell and cross-sell opportunities from account base, including the facilitation of change orders, as necessary.

Sales Support

• Offers support for partner programs or other funding/incentive programs, and customer engagement history.
• Prioritizes time spent on opportunities based on potential return on investment.
• Produces Bills of Materials, including product maintenance; contributes to Statements of Work, (including work estimates), RFPs, RFIs, and proposal content.
• Maintains pre-sales pipeline data, develops creative and/or effective plans, and takes actions to move opportunities to closure.

The information in this position description is intended to convey information about the key responsibilities and requirements of the position. It is not an exhaustive list of the skills, efforts, duties, responsibilities or working conditions associated with the opportunity. Position Descriptions are subject to change.

Minimum Qualifications

• Bachelor's Degree or equivalent experience
• Two-year minimum technical pre-sales or technical architecting experience
• Prior experience in Customer Success or equivalent history of increasing customer satisfaction, adoption, and retention.
• Experience with AWS, Microsoft, GCP

Other Requirements

• Proven ability to drive continuous value of solution(s)
• Familiarity working with clients of all sizes
• Impeccable written and verbal communication skills
• Detail oriented and analytical
• Strong team player but still a self-starter
• Thrives in a multi-tasking environment and can adjust priorities on-the-fly.
• Stay up to date on products, applications, technical service, market conditions, competitive activities, advertising, and promotional trends through the reading of pertinent literature, seminars, and online training
• Knowl