About the role
Customer Centricity Customer Satisfaction: Drive positive Customer Satisfaction, and become a trusted advisor to customers and partners, by leveraging M365 Enterprise Services (Copilot in M365 App, Power Platform/Copilot Studio, M365 Apps, Information Governance, Security & Compliance) expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes. Customer/Partner Insights: Provide feedback & insights from customers/partners to the relevant MS teams, including Product Groups, to enable continuous improvement. Experience in Customer Success for productivity and business process transformation platforms. Strong technical aptitude and desire to work with both business and IT stakeholders. Executive Stakeholder Value: Experience in building and maintaining executive-level stakeholder relationships and leading value proposition conversations aligned to customer priorities and outcomes. Ability to interpret and dissect the industry and business priorities of customers. Business Impact Resolution of Customer Blockers: Identify resolutions to issues blocking go-live of customer success projects by leveraging deep knowledge of M365 services & technical subject matter expertise. Lead the technical conversations with customers to drive value from their MS investments. Deliver all work according to MS best practices & policies and using repeatable IP. Technical Leadership Learn It All: Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals. Accelerate Customer Outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-sure and learn from others to help accelerate your customers transformation journey. Business Process Analysis: Depict customer business processes and prepare for the analysis and improvement of business process performance. Articulate, demo, and present complex customer concepts to varying audiences, such as BDMs (Business Decision Makers) & ITDMs (Information Technology Decision Makers). Territory & Pipeline Mgmt: Experienced in territory management, opportunity qualification, stakeholder communication, and partner engagement, including opportunity and pipeline mgmt. Experience in ensuring customers realize value by consuming technology and services investments. Collaboration & Community Engagement: Experienced in collaborating in virtual teams to develop and drive M365 Copilot usage opportunities through influence. Identify and document best practices and customer references. Minimum
