It is a very exciting time for growth for our Customer Excellence Managed Services team, and we are currently hiring a Customer Success Manager. This role can be located anywhere in the United States, but we would prefer
Austin, Dallas, Houston, San Antonio, Austin, Dallas, Houston, San Antonio, Chicago, Phoenix or Tampa. Chicago, Phoenix or Tampa. What will my role be?As a
Customer Success Manager, you will be an integral member of Quisitive's growing Managed Services team. This role is a consultative, billable position measured on customer satisfaction, and meeting account growth targets. You will be assigned a portfolio of customers and will position yourself as a customer advocate. You will be responsible for proactively ensuring that your clients' desired outcomes are achieved through the successful delivery of Quisitive's solutions/services and drive continuous improvement across the Microsoft cloud solutions deployed in your accounts.
Activities will include: - Being the "Voice of the Customer" to secure Quisitive solutions and resources which satisfy client business needs
- Building trusted one-to-many relationships in your client organizations and understanding their desired outcomes
- Promoting and positioning Quisitive solutions and services with the goal of growing revenue
- Supporting planning and roadmap activities between your customers and Quisitive teams Advocating for Quisitive team members by providing feedback on service delivery, risks, and opportunities
- Communicating and managing resourcing and service escalation when necessary
- Gathering, organizing, and documenting business objectives and issues; including report creation
What's required? - First and foremost, you should enjoy working in cross-functional teams, have a positive attitude, a proactive personality and a passion for exceeding expectations!
- Managing complex client and internal relationships from a proactive perspective
- Customer service mentality: patience, empathy, even-keeled demeanor, and the utmost professionalism
- Experience working with IT and business decision-makers and stakeholders
- Ability to deescalate potentially sensitive client situations and have challenging conversations
- Excellent written/verbal communication and creative problem-solving skills
- 5+ years of project, account, and/or customer management experience and history of attaining client growth targets
- Level 100-200 understanding of Microsoft cloud products (Microsoft 365, Azure, Copilot, etc.) from a business user perspective
- Experience in the Information Technology services and/or consulting industry
- Ability to obtain Microsoft technical certifications in first three months
- Ability to work in an Agile environment
- Bachelor's Degree or equivalent experience
What would set me apart? - PMI - Project Management Professional or CAPM - Certified Associate in Project Management
- Certifications or experience in change management (Prosci)
- Microsoft certifications (AZ 900, AI 900, MS-900)
- Business Analyst or pre-sales experience to gather client requirements and build out solution backlog
- Previous experience in Customer Success role managing subscription retention and revenue growth
- Experience with project, account, or solutions management within a Microsoft services organization
- Management of Microsoft 365 (Productivity, Security, etc.) or Azure projects Certified Customer Success Manager (CCSM)
- Certified Customer Success Manager (CCSM) certification is a plus.
- Experience in MS Dynamics MS Dynamics (not required).
- Experience in leveraging Power BI
- Experience in budgeting Power BI and data reporting tools. budgeting, forecasting, and risk management risk management.
