Customer Success Manager - MBS
In a cloud-first, mobile-first world, the activation and development of our new BPO channel is critical to our success in the SMB segment. An essential element of an effective BPO strategy is the function delivered by the BPO Success Manager (BSM). The BPO BSM provides BPO partner focus from deployment through usage, adoption and continual consumption – with the goal of driving use of Dynamics NAV and associated products deeply in to the services provided to their SMB clients by the BPO. BPO BSM’s maximize the BPO's return on investment in Microsoft products and services, improve BPO satisfaction and reference-ability, as well as broaden upsell/cross-sell revenue opportunities.
We are seeking candidates for a BPO BSM position within Microsoft Dynamics EMEA TZ. This BPO BSM role supports our vision and strategy to build long-term BPO relationships and will help our partners form profitable businesses. This exciting role will create bonds with our BPO channel across EMEA and will fuel growth, retention and ultimately a high volume of customer adds for NAV.
Key responsibilities and expectations within the role include:
Drive BPO satisfaction and consumption through the successful use of NAV and associated Microsoft products in a BPO environment. BPO can be broken down into three separate motions: Multinationals with extensive in-house resource and a degree of central mandate, local practices large enough to sustain direct contract, aggregators managing a large number of smaller practices at country level.
• Drive Usage, Adoption and continual Consumption of NAV
• Build and maintain the appropriate C-Level relationships within assigned accounts
• Maintain rapid channel of communication to BPO on service-related issues and events
• Act as advocate for BPO issues and accelerate resolution
• Act as Voice of the BPO and provide feedback to R&D, Sales and Marketing teams on product, the online service and operations issues
• Assure BPO’s are supported by a partner or build required competence internally, establish a collaborative and “customer-first” relationship with those partners and hold them to a high standard of performance.
• Work with the BPO, the partner and other Microsoft teams, to build a sound deployment plan and execute on it accordingly.
• Ensure BPO readiness for service updates and ensure they are aware of and prepared for potential impacts
• Evangelize the Microsoft roadmap with the BPO. Identify and develop upsell and cross-sell opportunities that align to BPO’s future business objectives
• Build BPO loyalty and referenceability
• Use organizational agility to navigate Microsoft’s people and resources to benefit the customer
• Maintain high level of data quality and hygiene to enable rapid and reliable reporting to all stakeholders that are measured on Dynamics NAV customer adds through BPO RTM.
Qualifications and Experience
• College degree or equivalent experience and relevant account management experience required
• Relevant sales experience managing partner recruitment and activation
• Good functional understanding of NAV solution and good understand of how accountants deploy and use NAV software in their business
• Multilingual capability. Fluent English and preference for Dutch / German / French / Spanish / Italian.
• Account or relationship management experience, with ability to develop trusted advisor relationships to senior LOB, IT and Executive level business decision makers
• Customer facing services experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• Excellent communication skills, articulate and clear verbal and written skills with the ability to have an open dialogue with customer & partner; and convey complex scenarios (i.e. licensing) in a language that is understood by their audience
• Industry experience helpful, aligned to professional services. Some sales experience selling technology-based business solutions to Enterprise and Upper Mid- Market accounts is desirable
• Considerable interpersonal skills including the ability to establish Trusted Advisor working relationships with our BPOs, as well as internal and partner stakeholders.
• Experience with successful collaboration and management by influence when working with non-reporting groups/individuals.
• Cultural awareness and appreciation for diversity including ability and experience working in a global environment.
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously.
• Deep, unrelenting “Passion” for customer service.
This BPO BSM role is primarily field based. In some instances, travel to BPO will be needed, so proximity to WE is desirable. The role will be managed from Germany so co-location is desirable but not mandatory.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Microsoft’s privacy statement can be viewed on the following web page: http://privacy.microsoft.com/en-gb/default.mspx
In a cloud-first, mobile-first world, the activation and development of our new BPO channel is critical to our success in the SMB segment. An essential element of an effective BPO strategy is the function delivered by the BPO Success Manager (BSM). The BPO BSM provides BPO partner focus from deployment through usage, adoption and continual consumption – with the goal of driving use of Dynamics NAV and associated products deeply in to the services provided to their SMB clients by the BPO. BPO BSM’s maximize the BPO's return on investment in Microsoft products and services, improve BPO satisfaction and reference-ability, as well as broaden upsell/cross-sell revenue opportunities.
We are seeking candidates for a BPO BSM position within Microsoft Dynamics EMEA TZ. This BPO BSM role supports our vision and strategy to build long-term BPO relationships and will help our partners form profitable businesses. This exciting role will create bonds with our BPO channel across EMEA and will fuel growth, retention and ultimately a high volume of customer adds for NAV.
Key responsibilities and expectations within the role include:
Drive BPO satisfaction and consumption through the successful use of NAV and associated Microsoft products in a BPO environment. BPO can be broken down into three separate motions: Multinationals with extensive in-house resource and a degree of central mandate, local practices large enough to sustain direct contract, aggregators managing a large number of smaller practices at country level.
• Drive Usage, Adoption and continual Consumption of NAV
• Build and maintain the appropriate C-Level relationships within assigned accounts
• Maintain rapid channel of communication to BPO on service-related issues and events
• Act as advocate for BPO issues and accelerate resolution
• Act as Voice of the BPO and provide feedback to R&D, Sales and Marketing teams on product, the online service and operations issues
• Assure BPO’s are supported by a partner or build required competence internally, establish a collaborative and “customer-first” relationship with those partners and hold them to a high standard of performance.
• Work with the BPO, the partner and other Microsoft teams, to build a sound deployment plan and execute on it accordingly.
• Ensure BPO readiness for service updates and ensure they are aware of and prepared for potential impacts
• Evangelize the Microsoft roadmap with the BPO. Identify and develop upsell and cross-sell opportunities that align to BPO’s future business objectives
• Build BPO loyalty and referenceability
• Use organizational agility to navigate Microsoft’s people and resources to benefit the customer
• Maintain high level of data quality and hygiene to enable rapid and reliable reporting to all stakeholders that are measured on Dynamics NAV customer adds through BPO RTM.
Qualifications and Experience
• College degree or equivalent experience and relevant account management experience required
• Relevant sales experience managing partner recruitment and activation
• Good functional understanding of NAV solution and good understand of how accountants deploy and use NAV software in their business
• Multilingual capability. Fluent English and preference for Dutch / German / French / Spanish / Italian.
• Account or relationship management experience, with ability to develop trusted advisor relationships to senior LOB, IT and Executive level business decision makers
• Customer facing services experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• Excellent communication skills, articulate and clear verbal and written skills with the ability to have an open dialogue with customer & partner; and convey complex scenarios (i.e. licensing) in a language that is understood by their audience
• Industry experience helpful, aligned to professional services. Some sales experience selling technology-based business solutions to Enterprise and Upper Mid- Market accounts is desirable
• Considerable interpersonal skills including the ability to establish Trusted Advisor working relationships with our BPOs, as well as internal and partner stakeholders.
• Experience with successful collaboration and management by influence when working with non-reporting groups/individuals.
• Cultural awareness and appreciation for diversity including ability and experience working in a global environment.
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously.
• Deep, unrelenting “Passion” for customer service.
This BPO BSM role is primarily field based. In some instances, travel to BPO will be needed, so proximity to WE is desirable. The role will be managed from Germany so co-location is desirable but not mandatory.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.
Microsoft’s privacy statement can be viewed on the following web page: http://privacy.microsoft.com/en-gb/default.mspx
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