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Customer Success Executive
4 months ago
Overview
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.
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.
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. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect