Experienced Customer Success Manager, Converged Communications – Driving Digital Transformation and Empowering Enterprise Customers through Microsoft Solutions

Introduction to Microsoft and the Customer Success Unit

At Microsoft, we are driven by a mission to empower every person and every organization on the planet to achieve more. Our culture is built on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day. As part of the Customer Success Unit within the America's Sales Enablement & Operations (SE&O) team, you will play a crucial role in translating Microsoft's Commercial Strategy into operational excellence, driving the greatest results possible for our customers. Our Customer Success Unit is dedicated to delivering a reputable standard of service to our customer accounts, providing thought leadership on generative technologies across convergent communications, and helping our customers achieve their goals through the effective use of our solutions.

Job Overview

We are seeking an experienced Customer Success Manager, Converged Communications to join our team. In this role, you will synthesize and translate customer needs quickly to iterate and accelerate the adoption of our converged communications solutions within assigned accounts. You will work closely with customers to help them achieve their goals through effective use of our solutions, including architecture design, planning, advocacy, change management, and fostering adoption of the converged communication platform. As a trusted advisor to our enterprise customers, you will leverage their Microsoft Converged Communications workload(s) to drive business outcomes and empower them to achieve more.

Key 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 the digital 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.
• 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.
• Have customer conversations on the benefits of Microsoft voice solutions compared 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.

Essential Qualifications

To be successful in this role, you will need:

• A Bachelor's Degree in Business, Engineering, Technology, or a related field, and 4+ years of related work experience (e.g., customer success management, account management, consulting, pre-sales/post-sales, technical sales, technology solutions, change management).
• OR a Master's Degree in Business, Engineering, Technology, or a related field, and 3+ years of related work experience.
• 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.

Preferred Qualifications

In addition to the essential qualifications, we are looking for candidates with:

• 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 setting while 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 the ability to quickly pivot to how Microsoft Teams voice technologies 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.

Career Growth Opportunities and Learning Benefits

At Microsoft, we are committed to helping our employees grow and develop their careers. As a Customer Success Manager, Converged Communications, you will have access to a wide range of training and development opportunities, including:

• Technical training and certification programs to help you develop your skills and expertise in Microsoft technologies.
• Leadership development programs to help you build your leadership skills and advance your career.
• Networking opportunities with other professionals in the industry.
• Access to a wide range of resources and tools to help you succeed in your role.

Work Environment and Company Culture

At Microsoft, we are proud of our culture and the values that drive us. We are a company that:

• Embraces a growth mindset and encourages employees to learn and grow.
• Values diversity and inclusion and is committed to creating a workplace that is welcoming and inclusive to all employees.
• Encourages collaboration and teamwork and recognizes the importance of working together to achieve common goals.
• Is committed to making a positive impact on the world and is dedicated to using our technology and resources to drive social and environmental change.

Compensation, Perks, and Benefits

The typical base pay range for this role across the U.S. is USD $101,200 - $194,800 per year, with a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, of USD $130,000 - $213,200 per year. Certain roles may be eligible for benefits and other compensation, including:

• Comprehensive health and wellness benefits.
• Retirement savings plans.
• Stock options and equity awards.
• Generous paid time off and vacation policies.
• Access to a wide range of employee discounts and perks.

Conclusion

If you are a motivated and experienced customer success professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Success Manager, Converged Communications at Microsoft, you will have the chance to work with a talented team of professionals, develop your skills and expertise, and make a real impact on the success of our customers. Don't miss out on this opportunity to join a company that is dedicated to empowering every person and every organization on the planet to achieve more. Apply now and take the first step towards an exciting and rewarding career at Microsoft.