Customer Success Manager

Sonata Software; Malaysia; On-site; MYR 140,000 - 200,000; Full time

Job summary

Sonata Software seeks a Digital Customer Success Manager (CSM) to join our team and drive customer success for Microsoft Dynamics 365 F&O/SCM/Retail. You will become a trusted advisor and guide customers through onboarding, migration, and ongoing adoption to realize business value.

You will collaborate with sales, consulting, and support to deliver exceptional service, monitor usage, and mitigate risks while shaping customer success plans and training programs.

Qualifications

• Over 3 years of Dynamics F&O consultancy experience.
• Excellent architectural knowledge of D365-F&O.
• Experience with Microsoft Dynamics 365 Lifecycle Services.
• Knowledge in D365 Finance, Commerce, Retail and SCM.
• Experience in Pre-Sales Demonstrations.
• Experience across multiple versions of Dynamics F&O/365 implementations.
• Excellent understanding of core Microsoft Dynamics F&O/365 modules.
• Ability to create high-quality functional documentation and strong requirements gathering.

Responsibilities

• Establish and maintain strong relationships with assigned customers, serving as their primary point of contact and trusted advisors.
• Understand customers' business needs, goals, and challenges to identify opportunities where Dynamics 365 F&O/SCM/Retail can provide value and drive business outcomes.
• Plan and strategize migrations, setting milestones, dependencies, and realistic timelines while aligning with customer goals.
• Guide customers through onboarding and implementation to ensure smooth adoption of Dynamics 365 F&O/SCM/Retail.
• Conduct regular check-ins to assess satisfaction, address issues, and provide proactive support.
• Collaborate with cross-functional teams (sales, consulting, support) to deliver exceptional customer service.
• Develop and execute customer success plans with milestones and success metrics.
• Provide training and enablement to maximize utilization of Dynamics 365 (F&O/SCM/Retail).
• Monitor usage data to identify trends and opportunities for product engagement and expansion.
• Identify and mitigate risks to customer satisfaction and drive resolution.
• Advocate for customer needs in product roadmap discussions with PM/Dev teams.
• Stay updated on Dynamics 365 F&O/SCM/Retail trends and updates, with deep platform knowledge.

Skills

Dynamics F&O consultancy

D365-F&O architecture

Performance troubleshooting

Lifecycle Services

D365 Finance

D365 Commerce

D365 Retail

D365 SCM

Pre-Sales demonstrations

Full life cycle implementations

Functional documentation

Requirements gathering

Education

B.SC, BE, B.Tech in CS or IT

Job description

As a Digital CSM you will become part of the next generation of customer engagement specialists. As an PSM, your customer’s success comes first, and their success with the business solutions they build on Microsoft Dynamics 365 is core to Microsoft’s success. You will work with a wide range of customers to help them adopt technology and realize their business vision, providing them with guidance.

You will be empowered to shape customer relationships for Microsoft's Dynamics 365 and Power Apps customers, serving as a key contact helping your customers achieve high utilization and successful outcomes from their Microsoft Dynamics 365 and Power Apps cloud services.

Responsibilities

• Establish and maintain strong relationships with assigned customers, serving as their primary point of contact and trusted advisors.
• Understand customers' business needs, goals, and challenges to identify opportunities where Dynamics 365 F&O/SCM/Retail can provide value and drive business outcomes.
• Planning and Strategy: The CSM must collaborate with the customer and relevant stakeholders to develop a migration plan and strategy. This involves identifying key milestones, dependencies, and potential risks. The CSM assists in setting realistic expectations and timelines while ensuring that the migration plan aligns with the customer's goals. The CSM acts as a liaison between the customer and the technical teams involved in the migration process. Throughout the migration process, the CSM maintains open and regular communication with the customer. Once the migration is complete, the CSM continues to provide support and guidance to the customer.
• Guide customers through the onboarding and implementation process, ensuring a smooth transition and successful adoption of Dynamics 365 F&O/SCM/Retail.
• Conduct regular check-ins with customers to assess their satisfaction, address any issues, and provide proactive support and guidance.
• Collaborate with cross-functional teams, including sales, consulting, and technical support, to coordinate efforts and deliver exceptional customer service.
• Develop and execute customer success plans tailored to each customer's unique objectives, outlining milestones, success metrics, and action items.
• Provide training and enablement to customers to maximize their utilization of Dynamics 365 (F&O/SCM/Retail) and optimize their business processes.
• Monitor and analyze customer usage and adoption data, identifying trends, patterns, and opportunities to drive product engagement and expansion.
• Proactively identify and mitigate risks to customer satisfaction, escalating issues as necessary and driving prompt resolution.
• Advocate for customer needs and feedback within the organization, collaborating with product management and development teams to influence product roadmap and enhancements.
• Stay up to date with industry trends, best practices, and product updates related to Dynamics 365 F&O/SCM/Retail, maintaining a deep understanding of the platform's capabilities and value proposition.
• Contribute to the continuous improvement of customer success processes, tools, and resources, sharing knowledge and insights with the broader team.

Preferred or Desired skills:

• Over 3 years of Dynamics F&O consultancy experience
• Excellent architectural knowledge of D365-F&O
• Performance Troubleshooting experience (LCS Telemetry, Performance monitoring, Query Store, SQL Extended Events).
• Experience in Microsoft Dynamics 365 Lifecycle Services
• Knowledge in D365 Finance, Commerce, Retail and SCM
• Experience of providing Pre-Sales Demonstrations
• Experience of working on full life cycle implementations & configurations across multiple versions of Dynamics F&O/365
• Excellent understanding and knowledge of core Microsoft Dynamics F&O/365 modules
• Ability to create high-quality functional documentation and strong requirements gathering skills.

Qualifications

• B.SC, BE, B. Tech in CS, or IT
• The candidate should have Dynamics 365 F&O Intermediate level certifications .
• Should stay current on the required Dynamics 365 certifications, as well as new certs that are relevant.