Customer Success Manager - Modern Workplace (M365 Milano

Customer Success Manager - Modern Workplace (M365
Milano
Lombardia, Milano

With over 17, 000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.

Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Microsoft's mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**:

We are looking for a highly motivated and passionate Customer Success Manager (CSM) to drive usage and consumption of customer-owned workloads.

This is a customer-facing role; CSMs are expected to own business & technical relationships and customer engagements.

**CSM's business & technical credibility enables customers to derive value from the solutions they have purchased, driving consumption of Microsoft 365 and Microsoft Teams workloads, with focus on Teams as a Platform, Viva, and Teams Phone**.

Key responsibilities include:

**Driving Intent for Consumption**: Actively engage with business and technical decision makers to drive intent for consumption of customer-owned Modern Work workloads.

**Guiding Customer Success Strategy**: Engage and influence customers' business and technical decision makers by providing feedback and insights to assist customers in realizing their digital and business transformational outcomes.

Actively listen and respectfully challenge customers to drive the "best" outcomes.

**Driving Consumption**: Develop opportunities to drive Customer Success business results by working with customers to ensure they understand Microsoft's Employee Experience & Teams Platform, Teams Phone value proposition.

**Customer Trust and Advocacy**: Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources.

Provide action based on feedback and advocate on the customer's behalf to drive resolutions.

**Technical Development**: Demonstrate Self-Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.

**Operations and Execution excellence**: Manage operational excellence and customer health by ensuring consumption process compliance and managing pipeline.

Provide regular updates to account and regional stakeholders on customers' transformation initiatives.

Meet or exceed Key Performance Indicators and targets set.

**Qualifications**:

- Technology Advsiory background - Customer Success / Technical Pre-Sales / Technical Consulting

- Technology background in Collaboration / Workplace solutions.

Exposure to Microsoft's Modern Workplace is an added advantage

- Italian language proficiency is required

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.