Customer Success Executive

1 day ago

Bengaluru Karnataka, India Microsoft Full time

Customer Success Executive (CSE) is the primary customer contact for Microsoft+Nuance products and services and is responsible for creating a "wow" customer experience. Each CSE is responsible for multiple small to mid-customer accounts. The CSE will be responsible for day-to-day customer success activities spanning from the initial stages of implementation to continued engagement and retention. The CSE will have an in-depth understanding of each customer's overall business requirements and act as a consultant to determine how the various PowerShare solutions and features can meet their needs. CSEs maximize the client’s return on investment in PowerShare products and services, drive usage, increase reference-ability and broaden upsell/cross-sell opportunities. The CSE will also partner with other internal teams on initiatives that address customer needs. **Responsibilities**: **KEY RESPONSIBILITIES**: - Manage up to 50 small to mid-sized customers (annual customer revenue between $2-3 million). - Be accountable to drive efficient usage of PowerShare and services within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan. - Implement PowerShare at spoke accounts (install, train, test and ensure connectivity). - Build awareness in the marketplace, educate prospects, and meet or exceed your assigned objectives by expanding the PowerShare footprint across our client base. - Create value for customers by ensuring they clearly define business outcomes and then build a “success plan” with the appropriately identified objectives, stakeholders, milestones, risks, and metrics needed to achieve them. - Be accountable to drive efficient usage of PowerShare within customers by driving the creation and execution of a thorough and action-oriented Adoption Plan. - Build, maintain and leverage relationships within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Microsoft+Nuance’s behalf. - Demonstrate advanced insights and understanding of customer’s business/industry and challenge appropriately the way a customer views both their business and processes. - Orchestrate and gain strong buy-in with multiple external and internal teams and be highly connected to PowerShare SMEs throughout the customer’s lifecycle. **Qualifications**: **Required/Minimum Qualifications**: - Bachelor's Degree (or equivalent) in Sales, Marketing, Computer Science, Computer Engineering, Information Technology (IT), or related field AND - 2+ years’ experience in Customer Success Management, Project management & Customer Advocacy. - OR equivalent experience.

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