Job Description:
The Customer Success supports all aspects of the customer lifecycle, from onboarding to adoption, enablement, training, and value reviews for a strategic portfolio of customers using Microsoft Viva. This role places a strong emphasis on customer success, user adoption, and education, ensuring customers maximize the value of their Microsoft Viva investment through ongoing guidance, workshops, and training sessions.
The ideal candidate has experience in the HR and/or employee engagement space, a passion for technology, and a customer-first mindset focused on driving engagement, adoption, and long-term success. This person should be comfortable delivering training, advising customers on best practices for Microsoft Viva, and partnering closely with stakeholders to support change management and employee experience initiatives.
Success in this role requires strong attention to detail, excellent follow-through, and the ability to thrive in a fast-paced environment while building trusted relationships with customers and helping them achieve measurable business outcomes.
Key Responsibilities
- Serve as the primary contact for post-sales customer engagement, including onboarding, adoption, and consultative guidance
- Act as a trusted advisor, providing best practices, insights, and consistent product guidance
- Execute customer success strategies aligned to both short- and long-term business goals
- Deliver value reviews that connect Viva solutions to customer business outcomes and priorities
- Monitor customer health, identify risks, and develop actionable success plans to improve outcomes
Customer Value & Advisory
- Influence business and HR leaders through strategic advisory focused on employee experience and people success
- Drive measurable business value and outcomes beyond product usage
- Build and grow strategic customer relationships, including identifying expansion opportunities
- Lead ROI discussions and advise on AI-enabled business transformation
Customer Insight & Acceleration
- Gather and synthesize customer feedback to inform improvements and drive adoption
- Anticipate and resolve complex customer challenges with proactive, solution-oriented approaches
- Align internal resources to accelerate customer outcomes and remove blockers
Technical Delivery & Consulting
- Lead implementation and deployment of Viva Glint
- Oversee data operations and ensure quality, accuracy, and governance
- Troubleshoot issues and ensure successful system integration
Core Consulting & Communication Skills
- Apply strategic thinking and operate effectively in ambiguous, fast-paced environments
- Deliver strong executive communication, storytelling, and facilitation
- Use discovery and structured questioning to uncover customer needs
- Advocate for the voice of the customer and partners
Training & Enablement
- Deliver 1:1 and 1:many workshops to support Viva Glint adoption and action planning
- Upskill customers on Viva Glint and Viva Pulse usage and administration
- Customize engagements and training based on customer needs
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Qualifications:
- Proven experience in HR and/or employee engagement space
- Willingness to learn new features and functionality of all Viva applications and M365 Copilot.
- Strong understanding of data governance and security practices for all Viva applications and M365 Copilot.
- Excellent problem-solving and troubleshooting skills.
- Ability to work collaboratively with cross-functional teams.
- Strong customer communication skills with effective response times and turnarounds.
- Excellent public speaking skills and confidence in speaking to groups of people.
- Ability to build professional relationships and be agnostic to potential conflicts within the customer and their teams.
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 7+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
Additional or Preferred Qualifications
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 10+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
If you are passionate about Microsoft Viva and have the skills and experience we are looking for, we would love to hear from you!
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