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Microsoft Customer Success Manager
A Microsoft Customer Success Manager (CSM) plays a pivotal role within our Software Pillar at Bechtle UK&I, in helping customers maximise the value of their Microsoft investments by building strong relationships, understanding their strategic goals and guiding them through effective adoption of cloud technologies. Acting as a trusted advisor, the CSM works closely with customers to support their digital transformation, ensure they achieve meaningful business outcomes and maintain long term satisfaction and loyalty through proactive engagement, clear communication and a deep knowledge of the Microsoft portfolio
Job Role Responsibilities
* Build and maintain strong customer relationships:
A core responsibility as our CSM is establishing trusted, long-term relationships with key customer stakeholders, including technical and business leaders, to ensure alignment and value realization with their Microsoft investments.
* Work closely with customers to understand their strategic objectives and challenges, ensuring Microsoft technologies are used effectively to meet those goals.
* Develop and execute customer success plans:
This includes defining a customer’s cloud or product adoption strategy, outlining milestones, and orchestrating Microsoft resources to drive successful outcomes.
* Drive customer satisfaction and retention:
This involves addressing issues proactively, ensuring customers have the resources they need, and maintaining a strong satisfaction driven relationship that encourages renewal.
* Support contract renewals and manage lifecycle engagements:
Help customers navigate renewal timelines and maintain continuity of service, often by highlighting ongoing value and future opportunities
* Drive cross sell and upsell aligned to customer value:
Identify relevant additional Microsoft products or services that can benefit the customer, aligning recommendations with genuine business needs
* Provide customers with updates on new features and capabilities
Keep customers informed of updates across Microsoft’s cloud technologies, helping them plan and innovate
* Help to drive adoption of Microsoft MCI workshops and support the growth of Microsoft Incentives.
Job Requirements
* Self-motivated with a positive attitude
* Excellent communication and organisational skills and a team-oriented mindset
* Strong relationship building and stakeholder management skills, with the ability to establish trusted, long-term partnerships
* Strategic thinking and problems solving abilities, anticipating customer needs and proactively addressing challenges
* Commercial awareness, identifying opportunities for upsell, cross sell, and renewal support
* High levels of customer advocacy and a passion for delivering value throughout the customer lifecycle
* Ability to work in a dynamic environment where hard work and fun are the key ingredients.
* Ability to work as part of a team and display teamwork.
* Passion for providing extremely high levels of customer service
What we offer
* Hybrid Working (3 days in/2 days out)
* Starting Salary of £45k (£60k OTE)
* Location – Chippenham, Manchester or Northampton
* Culture – Social events, Supportive, Fun, Hard working
* Perks – Incentives (holidays, vouchers, lunches, spot prizes)
* Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)
* Subsidised health care/medical benefits
* Annual Leave – 25-30* days plus B.H’s + optional 2 weeks unpaid. *Increases with time spent
* Progression Plan – training & mentor programme.
Experience
* Previous Microsoft experience and knowledge of Microsoft tools – minimum of 2 years’ experience.
* Microsoft licencing expertise
Reports to:
Head of Software & Cloud UK&I
Bechtle is one of Europe’s leading suppliers of IT hardware, software and services. Established in 1983, we utilise our European coverage to provide a common platform for procurement across 14 European countries. We provide comprehensive IT solutions ranging from consultation, procurement and delivery of hardware and software, project planning and implementation, system integration, maintenance, training and even the complete on-site operation of IT systems.
Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935