Customer Success Manager 90965-1

Advertised on : 26 Aug 2019 | Closing date : 24 Nov 2019

  Job Reference : 49690

Roles and Responsibilities

Core Responsibilities:


The Customer Success Manager-Surface role is tasked with driving successful adoption and expansion of Surface devices within her/his assigned accounts. The Customer Success Manager role will collaboratively drive change management and adoption activities with key Business Decision Makers, help reduce competitive risk, drive usage of innovative Surface technologies such as Surface Pen, Windows Hello and Windows AutoPilot deployment and identify opportunities in her/his accounts. This role will create customer value through usage, end-user and IT satisfaction and create the conditions for optimal growth via upsell and expansion.

The Customer Success Manager is a dedicated post sales resource for a list of managed SMC-C and Enterprise customers. The Customer Success Manager will be responsible for:


• Building, maintaining and leveraging strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence adoption, create strong support for portfolio expansion and to secure their willingness to advocate on Surface and Microsoft’s behalf

 • Helping educate internal stakeholders, partners and customers on Surface product and function post sale and identifying other use case opportunities for more or different Surface Products

 • Assessing and identifying customers’ requirements and blockers, resources needed to address those needs, and success criteria. • Working with customers on configuration and deployment methods to best meet use case and scenario based on best practices.

  • Accountability to drive seamless end-user rollout of Surface devices through the creation and execution of a thorough and action-oriented rollout plan

 • Engaging directly or in partnership with technical resources either internal to Microsoft, Vendor or Supplier depending on customer requirements to ensure optimised device configuration and deployment

 • Leveraging Microsoft knowledge bases to help diagnose and solve technical issues as they arrive and escalate technical problems as needed

 • Maintaining an understanding of Microsoft Service offerings and be a resource to help customers navigate issues related to device warranty claims

 • Co-ordinating with other Microsoft resources to engage with customers as needed/requested

• Building and maintaining rapid channel of communication to customer in preparation of urgent escalations.

 • Representing the voice of the customer back into the Surface Commercial Business Group with product and program feedback

• Be the single point of escalation for managed customers in their post purchase experience

Who We Are Looking For

Experiences Required: Education, Key Experiences, Skills and Knowledge:


• Leader: Demonstrated sales and partner management experience; strong passion for building and driving a business

• Technical competency: Passion for technology with a strong foundational knowledge on device deployment and modern management tools for Enterprise.

• Challenger mindset: Competes to win new market share

• Influential: Experience delivering persuasive presentations to C-level business decision makers, IT and procurement

• Strategic thinking & execution: Ability to develop sales and business strategy, while also being able to successfully execute on sales opportunities.

• Excellent Communicator: Strong negotiation, organizational, presentation, financial acumen, written, and verbal communication skills.

• Performer:  Highly driven person who consistently exceeds goals and expectations and has the ability, characteristics, and determination to compete

• Collaborative: Works cohesively with members of the Microsoft sales marketing & partner teams to solve customer and partner issues

• Positive approach to problem solving, learning, and development of potential

• Challenger mindset: Competes to win new market share

• Technical competency – 200 level technical competency on hardware and 100 level competency on Microsoft 365 (expectation to build capability in role)

• Experience: 5+ years of experience in IT consulting, management or support with top consulting firms or business applications vendors. Experience in both consulting and post-sales is ideal.

Travel Required: 15-20%  largely within Malaysia and Thailand.



Bachelor’s degree in Computer Science or a similar information technology related discipline

 • Additional training in sales, business or marketing

Internal sales staff- problem solve customer escalations, provide additional info on post sales support.

Pivot b/w sales and corporate.

Not a KPI driven.

It is a sales assist role.

It is a customer facing role-


Functional Areas : IT;IT Pre Sales/ Post Sales
Type of Employment : Temp/Contract
Minimum Experience : 0
Work Location : Singapore

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