Customer Success Specialist - Microsoft

Customer Success Specialist

The Customer Success Specialist is responsible for coordinating with sales and account teams to ensure seamless customer onboarding and engagement, managing customer agreements, and advising on IT solutions to maximize customer investments. This role involves identifying upsell opportunities, maintaining expertise in product functionality, and conducting regular customer meetings to provide updates and gather feedback. The Customer Success Specialist will maintain accurate records in the CRM system and utilize sales tools to communicate solutions effectively while continuously enhancing their knowledge through training and accreditations.

Role Description

• Coordinate and collaborate with sales and account teams to ensure seamless onboarding and engagement with customers.
• Track and manage customer agreements and pipeline opportunities to ensure timely delivery and customer satisfaction.
• Advise and consult with customers on software programs and IT solutions to maximize their IT investments.
• Identify and develop upsell and cross-sell opportunities by analyzing customer data and needs.
• Partner with internal and external teams to enhance program utilization and drive additional product and service sales.
• Maintain expertise in core product features and functionality to provide informed recommendations and support.
• Conduct regular meetings with customers and internal teams to communicate updates and gather feedback.
• Acquire necessary accreditations and complete ongoing training requirements to stay current in the role.
• Create and maintain accurate records of activities and customer interactions in the CRM system.
• Develop and utilize sales tools and customer-facing documents to effectively communicate solutions and opportunities.

Behaviors and Competencies

• Professionalism: Can identify opportunities for improvement, propose solutions, and take action to enhance professional conduct without explicit instructions.
• Relationship Building: Can identify opportunities for collaboration, propose strategies for effective communication, and build relationships without explicit instructions.
• Communication: Can effectively communicate complex ideas and information, and can adapt communication style to the audience.
• Collaboration: Can actively participate in team discussions, respect differing opinions, and collaborate with others to achieve common goals.
• Analytical Thinking: Can apply critical thinking to analyze data, identify patterns, and make basic inferences.
• Willingness to Learn: Can actively seek out learning opportunities but may need guidance to apply new knowledge or skills effectively.
• Technical Expertise: Can apply technical knowledge and skills effectively in most situations, with occasional guidance.
• Consultative Sales: Can identify customer needs, propose suitable products or services, and take action to close sales without explicit instructions.
• Organization: Can prioritize daily tasks, manage personal workflow, and utilize basic tools to keep track of responsibilities.
• Problem-Solving: Can identify problems, propose solutions, and take action to resolve them without explicit instructions.
• Customer-Centric Mindset: Can identify customer pain points and propose solutions to address them. Actively seeks customer feedback and incorporates it into product improvements.

Skill Level Requirements

• The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Basic
• Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth - Basic
• Ability to thoroughly understand and analyze contracts and statements of work - Basic
• Expertise in managing and optimizing Microsoft volume licensing agreements and operations to ensure compliance, cost-effectiveness, and alignment with organizational needs - Basic
• The skill to effectively learn and apply cost modeling tools, licensing workbooks, and ROI calculations for financial analysis and decision-making - Basic

Other Requirements

• Completed Bachelor's Degree or relevant work experience required
• 1-3 years of experience with Software Licensing Agreements, Software Renewals, and/or Maintenance Management (preferably Microsoft)
• Willingness to obtain the following certifications within the first 6 months of SHI employment:
• Get Licensing Ready – multiple components
• Microsoft Certified: Azure Fundamentals AZ-900
• Microsoft Certified: M365 Fundamentals MS-900

The base salary range for this position is $55,000 - $75,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus, are $65,000 - $85,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.

Equal Employment Opportunity – M/F/Disability/Protected Veteran Status