Digital Customer Success Manager (CSM) - Mandarin speaker

Sonata Software; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

Microsoft is seeking a Digital Customer Success Manager (CSM) for Dynamics 365 and Power Platform. The Mandarin-speaking professional will drive customer adoption, guide migrations, and ensure successful outcomes.

You will partner with cross-functional teams to craft success plans, provide training, and monitor usage trends to maximize value for customers.

Qualifications

• 5+ years in the industry
• 2+ years in technical consulting
• Customer-facing experience
• Strong problem-solving and communication abilities
• Experience with Dynamics CE/CRM implementations across versions

Responsibilities

• Establish and maintain relationships with customers as primary contact.
• Understand customers' business needs to identify where Dynamics 365 adds value.
• Plan migration strategies with stakeholders and manage milestones.
• Onboard and guide customers through Dynamics 365 CE/Power Platform adoption.
• Check in regularly to ensure satisfaction and provide proactive support.
• Collaborate with sales, consulting and technical teams to deliver great service.
• Create customer success plans with milestones and metrics.

Skills

Dynamics 365

Power Platform

CRM Consultancy

Pre-Sales Demo

Lifecycle Implementations

Stakeholder Mgmt

Education

B.Sc / BE / B.Tech in CS/IT

Dynamics 365 CE/CRM certs (intermediate)

Job description

Digital Customer Success Manager (CSM)-Business Applications

Role Title: Digital Customer Success Manager - Mandarin speaker

Would you love to build expertise around the next generation of SaaS Business Applications cloud services?

As a Digital CSM you will become part of the next generation of customer engagement specialists at Microsoft. As a CSM, 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 on how to address obstacles to their success and how to best take advantage of the competencies available on Microsoft’s broad Partner channel.

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 (Customer Engagement & Power Platform) 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 (Customer Engagement & Power Platform).
• 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 (Customer Engagement & Power Platform) 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 CE and Power Platform, 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/Desired Skills:

• Strong understanding of Microsoft Dynamics 365, Dynamics CRM 2016/2015
• Power Platform Apps
• Customer Insights
• Over 5 years Dynamics CRM consultancy experience
• Experience of providing Pre-Sales Demonstrations
• Experience of working on full life cycle implementations & configurations across multiple versions of Dynamics CE/CRM.
• Strong interpersonal and communication skills, with the ability to build rapport, influence stakeholders, and deliver compelling presentations.

EXPERIENCE (Preferred)

• 5+ Years of Industry experience
• 2+ related experience in technical consulting role

EDUCATION/CERTIFICATION

• B.SC, BE, B. Tech in CS, or IT
• The candidate should have Dynamics 365 CE/CRM Intermediate level certifications or be able to get them within the first 30 days.
• Proven experience in a customer-facing role, such as customer success manager, account manager, or client relationship manager.
• Strong problem-solving and analytical abilities to understand and address customer challenges effectively.
• A customer-focused mindset, with a genuine passion for delivering exceptional service and driving customer success.
• Ability to work independently, prioritize tasks, and manage multiple customer relationships simultaneously.
• Familiarity with CRM software and customer success tools is desirable.
• Knowledge of the industry or domain in which the company operates is a plus.