Customer Success Manager at Microsoft Nigeria Full Time

Job Title: Customer Success Manager

Locations: Lagos
Employment Type: Full-Time
Job number: 1254845
Travel: 25-50 %
Profession: Customer Success
Role type: Individual Contributor

Job Description

• We are looking for a Customer Success Manager (CSM) – Modern Work  to drive successful adoption and expansion of Modern Work workloads within he / his accounts.
• The CSM role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce implementation risk, drive usage of existing workloads, and identify opportunities in her / his accounts.

Responsibilities

• Drive Microsoft 365 usage with a focus on Microsoft Teams workloads including Meetings and Platform and Apps on Teams.
• Securing BDM / ITDM intent to use Microsoft Teams and aligning with Line of Business priorities at your customers.
• Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) within each customer to influence adoption.
• Drive end-user excitement to create viral adoption (e.g. excitement days, champions programs).
• Drive business scenarios leveraging Meetings and Platform and Apps in Teams to drive Teams usage.
• Act as the single point of accountability for Monthly Active Usage (MAU) for Teams Meetings and Platform and Apps workloads within the customer while proactively identifying new workloads and expansion opportunities.
• Operate as One Microsoft by engaging workload experts to drive business outcomes and incremental value creation.
• Clearly define BDM / ITDM business outcomes and build a high-quality “success plan” inclusive of customer objectives, stakeholders, milestones, risks and metrics needed to achieve them.
• Lead customer consumption governance for BDMs through proactive partnership with customer v-team.
• Lead Microsoft Teams internal alignment/ROB for all assigned customers through proactive partnership with Microsoft v-team.
• Represent the technical “Voice of the Customer” within Microsoft to inform and influence engineering, and document business-value driven customer success stories and shared practices.
• Activate Microsoft Account Team when new sales opportunities (Upsell or Cross-Sell) are generated through consumption engagements with BDM

Qualifications

• 3+ years of experience in Customer Success, Consulting or pre-sales to corporate, enterprise or public sector customers
• 3+ years of experience with Modern Work solutions like: M365, Teams, Surface or other similar technologies.
• PROSCI certification and / or change management expertise.
• Ability to map the customer’s business process to product capability.
• Experience in running governance of complex deployment and usage projects within large organizations.
• Strong technical understanding of Microsoft Teams, Platform, and Meetings workloads with Microsoft 365 experience.
• Willingness and desire to engage with both Business Decision Makers and IT Decision Makers.
• Learn it all mentality with desire to better understand both business and technology solutions.

Application Closing Date
Not Specified.