Job description
Help Microsoft capitalize on the $78 Billion dollar market for ERP and CRM products by driving local engagement with the Dynamics Business Group and by building long term loyalty with our largest, most strategic Dynamics partners. Help Microsoft win market share by becoming the trusted advisor for strategic accounts, ensuring successful deployments and working to sustain and grow their investment in Microsoft Dynamics solutions.
The Customer Success Manager (CSM) is responsible for the growth, retention and overall health of Microsoft Dynamics Enterprise customers. The CSM provides proactive, focused attention to strengthen adoption and maximize the client's return on utilizing Microsoft Dynamics products and services, improving customer satisfaction and reference ability, as well as broaden upsell/cross-sell revenue opportunities.
Work with the customer and in partnership with other Microsoft teams, to build out a Conditions of Satisfaction plan for the specific customer’s lifecycle that is measured and reported on regularly
Build strong client relationships, penetrating additional departments in an effort to scope out new opportunities and grow engagement breadth and depth
Establish & grow account referenceability, advocacy & loyalty by maintaining high levels of customer satisfaction
Strengthen the adoption of Microsoft products/solutions by disseminating best practices that promote customer adoption of Microsoft Dynamics product & services
Consult with key decision makers to understand evolving business & technical priorities and determine best approach to leverage Microsoft Dynamics solutions while maximizing the client's ROI
Work with the account teams and/or partners to influence the delivery of appropriate products and services, and in driving add-on and renewal revenue opportunities
Escalate critical customer issues and ensure escalation ownership with internal resources
Deliver regular summary of the overall ‘health' of the engagement and use of Dynamics solution to internal Microsoft management
5 - 8 years of related experience
BA/BS or equivalent required, with information technology/accounting/finance focus preferred
Project management experience with large scale CRM or ERP implementations, deployments and solutions. Knowledge of Microsoft Dynamics product solutions is a plus.
Proven ability to collaborate and build strong relationships with senior level executives across corporate functions within the customer (Finance, Manufacturing, IT) from large, global organizations
Consulting experience either as an internal consultant or with a consulting/software company.
Customer facing services experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
Strong presentation skills, excellent verbal and written communication skills including the ability to chair/facilitate meetings and host webinars.
Strong organizational and time management skills with the ability to manage multiple projects simultaneously
Strong interpersonal skills including the ability to establish Trusted Advisor working relationships with our clients
Experience successfully collaborating and managing by influence (of non-reporting groups/individuals).
Ability to manage conflict and drive successful resolution to high visibility, high intensity, escalated situations.
Strong problem resolution and decision making skills.
Cultural awareness and appreciation for diversity
Passion for customer service
Fluent in Japanese and have a conversational level of English.
Location : Tokyo (Chofu)
