Customer Success Manager, Converged Communications

We are the Customer Success Unit and integral to the success of Microsoft's America's Sales Enablement & Operations (SE&O) team, which plays an essential role in translating Microsoft's Commercial Strategy and driving operational excellence to achieve the greatest results possible.

Our Customer Success Unit provides a reputable standard of delivery to our customer accounts, and we provide thought leadership on generative technologies across convergent communications.

We are looking to hire a Customer Success Manager, Converged Communications to join our team. In this role, you will synthesize and translate customer needs quickly to iterate and accelerate of our converged communications solutions within assigned accounts. You will work closely with customers to help achieve their goals through effective use of our solutions. This includes architecture design, planning, advocacy, change management, and foster adoption of the converged communication platform. You will act as a trusted advisor to our enterprise customers, leveraging their Microsoft Converged Communications workload(s).

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

Responsibilities

• Develop and maintain valued relationships with key customer stakeholders and business decision makers to ensure customer satisfaction and loyalty.

• Understand customer business needs and help them achieve their goals through the effective use of our converged communication solutions.

• Drive adoption and expansion of converged communications solutions within assigned customer accounts.

• Help customers accelerate thedigital transformation of their business processes by mapping Microsoft and partner technologies to meet their needs.

• Identify and document consumption best practices and customer references to further improve the success of customers and with other accounts teams.

• Meet or exceed key performance indicators and targets.

• Collaborate with cross-functional teams to ensure customer success and advocacy, including sales, support, product, and engineering.

• As a consumption subject matter expert, you will lead technical presentations, demonstrations, and workshops, design architecture, highlight integrations, and guide production-ready pilots for Teams voice and related technologies, ensuring that customer requirements are met.

• You will be responsible for having customer conversations on the benefits of Microsoft voicesolutionscompared to competitor products and offerings.

• Partner with various account members, look holistically at an account and make objective assessments and recommendations.

• Monitor customer health and proactively address any issues that may arise.

• Provide regular updates to management on customer status, progress, risks, and blockers.

• Desire for understanding and learning of AI technologies.

• Other

• Embody our Culture (~~~) and Values (~~~)

Qualifications

Required Qualifications

• Bachelor's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., customer success management, account management, consulting, pre-sales/post-sales, technical sales, technology solutions, change management)

• OR Master's Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., customer success management, account management, consulting, pre-sales/post-sales, technical sales, technology solutions, change management)

• OR equivalent experience.

• 4+ years of enterprise technical experience in any of the following communications technologies:Microsoft converged communications (including Microsoft Teams Phone, Microsoft Teams Rooms, and Microsoft Teams Premium), Microsoft Unified Communications (includes chat, file sharing, telephony, and video conferencing or related communications platform solutions

• 4+ years of enterprise technical account experience including any combination of the following: adoption of the converged communication platform, integrating communication tools, enhancing collaboration, streamlining workflows, advancing modern workplaces, architecture design, change management, trusted advisor, stakeholder management or related

Additional/Preferred Qualifications

• 3+ years of enterprise experience mapping customer's business process and needs to product capability and solution areas across convergent communications technologies.

• Ability to work in an incubation style team settingwhile contributing to the overall strategy of our organization and work independently.

• Ability to work independently and as part of a national team.

• Desire and ability to grow technical skills and aptitude as solutions evolve.

• Ability to shift conversation and delivery between business executives and IT decision makers.

• Knowledge of converged communications solutions and the telecommunications industry.

• Experience as a Trusted Advisor and ability to influence key executives and stakeholders within a customer.

• Proven ability to map the customer's business process and needs to product capability and solution areas, including ability to quickly pivot to how Microsoft Teamsvoicetechnologies can accelerate and enable that transformation.

• 5+ years of experience in unified communications, telephony, customer support, customer success management and/or relevant technical discipline.

• Deep experience with, and ability to explain key benefits, trade-offs, and architectures relating to network routing, telecommunication platforms; voice applications & integration and networks is a plus.

Customer Success Management IC4 - The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year.

There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $130,000 - $213,200 per year.

Customer Success Management IC5 - The typical base pay range for this role across the U.S. is USD $124,800 - $242,600 per year.

There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 - $264,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: ~~~

Microsoft will accept applications and processes offers for these roles on an ongoing basis.

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (~~~) .