Microsoft Corporation Hiring for Technical Customer Success Management – Business Applications at Las Colinas, Texas Full Time

The Technical CSM (TCSM) role for Customer Engagement and Power Platform is focused on technical and architectural excellence to help our customers accelerate time to value and achieve their business outcomes. This is a customer facing role that will work with technical decision makers to provide technical and strategic guidance on implementation, workload road-map, and migrations. This role will work with our most strategic and largest customers to ensure they are successful in realizing value from the investmentsthey have made in Dynamics Customer Engagement and Power Platform. As a result, the role will focus on driving active usage as a post-sales measurement of success.

The role will be required tobalance deep functionalexpertise and business value acumen, while maintaining a level oftechnical depth to provide the best possible post sales experience for our customers.

The TCSM will educate customers at a technical level, demonstrating and proving our solutions to address customerbusiness challengestodriveactive usage and engagement.

The ideal candidate will have experience in customer-facing roles and success in leading in-depth technical architecture discussions with senior customer executives, Application Owners, Enterprise Architects, IT Management, and Developers to drive Dynamics 365 Customer Engagement and Power workloads.

Responsibilities

The Technical Customer Success Manager for Dynamics 365 role is a worldwide customer facing role that has a direct impact on making our customers successful with Microsoft Business Applications Solutions. The individual will be responsible for:

• Be customer facing with a direct impact on making our customers successful with Dynamics Customer Engagement and Power Platform.

• Driving the advancement of product usage in our largest and most strategic customers.

• Solving critical gaps in post-sales technical engagement and orchestration.

• Supporting continuous innovation agenda with technical decision makers aligned to Business Applications release waves and roadmap.

• Creating and evangelizing technical success best practices to enable adoption at scale via partners and community leadership.

• Reactivelyclearing technical blockersand customer health concerns in response to escalation from field and partner teams.

• Proactively engaging customerswith slow, stalled, or decelerating usage growth to prevent customer churn.

• Orchestrating internal and external technical resources to ensure strong CPE.

• Actively soliciting and prioritizing technical feedback via customer engagement.

• Impacting strategic product directionvia engineering reviews of gaps in product capability vs customer requirements.

• Providing subject matter expertise and technical knowledge (L400) forDynamics Customer Engagement and Power Platform.

• Enable a high bar of function and technical readiness on Microsoft Business Application Solutions

• Be a strong team player through cross team collaboration within CSU and other Microsoft teams and drive a sense of urgency for usage within the organization.

• Help customers make technical decisions to build tomorrow’s business and IT solutions based on Microsoft technology.

Qualifications

Qualifications

Required/Minimum Qualifications

• Bachelor’s Degree in Business, Engineering, Technology, or related field AND 2+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

• OR Master’s Degree in Business, Engineering, Technology, or related field AND 1+ year(s) related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

• OR equivalent experience.

• 5+ years of experience in technical consulting and/or solution architecture and implementation on Microsoft Business Applications (Customer Engagement and Power Platform).

Additional or Preferred Qualifications

• Bachelor’s Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

• OR Master’s Degree in Business, Engineering, Technology, or related field AND 2+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

• OR equivalent experience.

• 1+ year(s) experience in change management and/or technology adoption.

• Change Management Certification (e.g., Prosci).

• 5+ years of experience in technical consulting and/or solution architecture and implementation on Microsoft Business Applications (Customer Engagement and Power Platform).

• 5+ years of experience in systems development, and software support or IT consulting or equivalent industry experience with Microsoft products

• Knowledge and technical proficiency in adjacent technologies including the following: Office 365, Power BI, PowerApps, Microsoft Azure, Azure Logic Apps, Flow, SQL, AD, etc. (certifications a plus)

• Experience with managing senior stakeholders with worldwide responsibilities.

• Fluent in English, with at least one other language being a plus

• Understand the business transformation, and how Microsoft Business Application solutions can enable innovation from a solution architecture and technical implementation perspective

• Proven ability to map the customer’s business process and needs to product capability and solution areas.

• Ability to Influence key executives and stakeholders across the organization, not limited to Industry, engineering, product, partner and services teams

• Creative problem solver with the ability to align various stakeholders on common goal for customers

• Ability to identify key insights by industry and leverage those to impact the way Microsoft works, enables the field, and goes to market.

• Presentation and demonstration skills with a high degree of comfort with both large and small audiences (Senior Executives, IT management, etc.)

• Client-facing solutions delivery experience is highly preferred

Experiences

• Prior work experience in a Consulting/Architecture position within a software and/or services company such as Microsoft, Salesforce.com, SAP, Oracle, Workdaydesired

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form (https://careers.microsoft.com/us/en/accommodationrequest) .

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