A significant element of an effective online service CLM strategy is represented by the Customer Success Manager (CSM) role. The Account Technology Strategist forms a key part of Microsoft’s capability to help Dynamics CRM Online Customers improve their business through the successful use of Dynamics CRM. You will also be a trusted advisor to the leadership team of his or her Public Sector customers. You will be working with a portfolio of our largest Dynamics CRM Online customers as a subject matter expert in CRM and bring a variety of personal experiences to bear to meet key customer challenges and requirements. You are a key part of our customer facing sales team and will be called on to leverage deep knowledge of Customer Relationship Management in competitive sales cycles.
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• You will engage with customer executives and other influential stakeholders to identify, define, track and measure the overall impact of Dynamics CRM to an organization, as well as be a recognized expert and thought leader in the practical application of Dynamics CRM.
• Develop and deliver “success plans” to key customers identifying stakeholders (including partner), milestones, metrics, and risks inherent in a CRM implementation.
• Build and maintain the appropriate C-Level relationships within assigned accounts across both technical and business-centric customer roles.
• Act as Voice of the Customer and provide feedback to R&D, Sales and Marketing teams on the CRMOL product, the online service and operations issues.
• Manage the process of securing the renewal of the Dynamics CRM Online license agreement, working collaboratively with the Field sales and Dynamics sales organizations.
• You will partner with the Dynamics Sales organization in select competitive sales cycles to drive revenue opportunities in new and existing accounts.
• You will have the ability to orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal teams (AM, SSP, TAM, EM) and be highly connected to Microsoft SMEs throughout the customer’s Dynamics lifecycle.
Key Skills / Experiences:
• 10+ years of experience in at least one of the following disciplines working with Enterprise size customers – Customer Success Management, Technical Sales, Account/Relationship Management, Enterprise Software Consulting/Project Management.
• Strong understanding of Enterprise-scale line of business solutions from a direct implementation/project management standpoint.
• 2-4 years of experience delivering and driving CRM adoption best practices including stakeholder, change, and user adoption management.
• Strong customer facing (Consulting, PM or AM) and presentation skills, excellent verbal and written communication skills including the ability to chair/facilitate meetings and host webinars.
• BA/BS or equivalent experience, with information technology/accounting/finance focus preferred.
• CRM Online experience and background desired, especially with xRM solutions.
• This role will require you to travel up to 25%.
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