Position Description

Customer Success Manager (English)
Department SALES
Location(s) Dublin - Ireland, London - England, Sofia - Bulgaria, Warsaw - Poland, Wuppertal - Germany
Employment duration Full time
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Customer Success Manager (English)

Life is different at N3. We are driven by our passions and propelled by our quest to innovate, thrive and learn. We are the tastemakers of technology, transforming the way the world works and shaping the future of business. We work hard. We play hard. We make moves. Here, success is no accident. It’s ours to grow.

We Accelerate Sales, Close Business + Create Real Revenue Results

 

N3, Part of Accenture, is an outsourced Inside Sales firm. 

With 10+ years of proven success, we leverage a scalable, technology-enabled sales framework supported by integrating Digital Marketing, Inside Sales, and Custom Analytics.

At N3, Part of Accenture, we accelerate adoption by converting digital interest into long-term consumption through a customer-centric, solution-based selling approach.

N3, Part of Accenture, is headquartered in Atlanta with offices in Barcelona; Bogota; Charleston, WV; Dublin; Kuala Lumpur; London; San Jose, Costa Rica; Sao Paulo; Seattle; Singapore; Sofia; Sydney; Tokyo; Warsaw; and Wuppertal, Germany. Employing the world’s largest team of experienced technology and sales experts, N3 delivers programs in 25+ languages.

 

Customer Success Manager (CSM)

 

Customer Success Managers build relationships with and assist existing customers in onboarding, adopting and expanding their usage of products.  CSMs troubleshoot and route issues to various teams for resolution.

Key Responsibilities:

  • Business Relationship Owner: Build coalition of support (IT and business) with customer. Define specific technology outcomes that align to customer strategy. ​
  • Digital Transformation Leader and Operational Excellence: Lead, drive and manage engagements for repeatable achievement of revenue and consumption targets. ​
  • Portfolio Management: Manage a dedicated portfolio of customers while preventing churn.  ​
  • Operationally Excellent: Follow processes, systems, and documentation as expected; identifies issues or barriers to efficiency. Recommends improvements and partners to implement solutions. ​
  • Value Creator: Identify and articulate business value of role and solutions for customer organization through demonstrations, storytelling, etc. to provide evidence of business value in the customer environment.   ​
  • Consumption: Conduct analyses into what customers are using versus needs. Drives greater consumption with customers based on analysis of both usage and needs. Leverages insights to provide guidance and recommendations to customers; drives, retains, and optimizes customer consumption ​
  • Technical Acumen: Apply deep technical knowledge and customer insights to create a modernization roadmap. Architect solutions to meet business and IT needs, ensuring technical viability of new projects and successful deployments, while orchestrating key resources and infusing key Infrastructure technologies ​
  • Executive Presence: Engage with and influence business and IT decision makers by providing feedback or insights to help customers define and realize their digital and business transformational targets. Influences others to help meet customer needs and prioritize efforts accordingly. Recognizes systemic issues to resolve. ​
  • Technology Strategist: Leverage best practices to guide customer strategy and future growth for Microsoft by cultivating customer affinity with Microsoft programs/solutions that drive impact for the customer and establishing Microsoft as a leader. Provide feedback to Microsoft on customer development needs, customer blockers, or mitigation strategies. ​
  • Virtual Leader: Orchestrate activities across Microsoft and Partner resources to maximize business results and customer success. ​
  • Customer Obsessed: Be the Voice of the Customer; Share customer insights, best practices, and connect with internal teams to remove key blockers. ​
  • Build Customer Knowledge: Assess the Customers' knowledge of Azure platform and overall cloud readiness to support customers through a structured learning plan and ensure its delivery through partners. ​
  • Leading at the Edge: Leverage social, digital, video, chat, phone and demonstration environments to effectively reach, sell to and manage Microsoft customers ​
  • Cooperative Spirit: Meet and exceed targets for net-new revenue and sales pipeline; Accurately forecasting new usage and/or churn risks that impact portfolio pipeline. ​
  • Continuous Learner: Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community. ​
  • Readiness: Maintain technical skills and knowledge of market trends and competitive insights; collaborate and share with the technical community   ​
  • Microsoft Advocate: Be an Azure Platform evangelist with customers, partners and external communities. 

 

 

Requirements:

  • 2-6+ years sales or customer success experience with technical pre and post sales and/or technical consulting architecture experience preferred​
  • Track record of building deep technical relationships with senior IT execs in large or highly strategic accounts  ​
  • Strong interpersonal skills, excellent oral, written and verbal communications skills. Ability to successfully communicate with contacts via the phone, email, video and presentations. ​
  • Desire to work in a cooperative environment where one’s growth potential is supported by one’s abilities and attitude. ​
  • Achievement and success-driven personality motivated by performance rewards for exceeding annual sales goals through strategic sales leadership and strong cross business collaboration. ​
  • Solid time management skills and ability to work independently or under supervision with a high level of integrity. ​
  • Understanding of Partner Ecosystems​
  • English level (C1) required

 

Technical: 

  • Advanced knowledge of the IT industry, with the capacity to learn and retain knowledge about individual products and business solutions quickly and accurately. ​
  • Azure DevOps Engineer (AZ-400) or Azure Solutions Architect Certified (AZ-303) or prepared to attain certification within 6 months ​
  • Broad knowledge of consultative/complex technical sales, deployment projects, architecture, design and implementation ​
  • Demonstrated knowledge of identity, authentication, security, privacy, and compliance for cloud and hybrid solutions ​
  • Deep domain expertise of cloud infrastructure solutions (i.e. Windows and Linux IaaS, SAP, BCDR, Security, Management, Storage, Networking, OSS, containers and Infra as a code technologies) ​
  • Experience using integrated development environments (e.g. Visual Studio, Visual Studio Code, Eclipse, XCode, WebSphere) targeting Android, iOS, Linux, Windows, public clouds (i.e. Azure, AWS)  ​
  • Experience using Microsoft Office Suite applications; Dynamics CRM or other CRM experience is a bonus. ​
  • Passion for cloud technologies and changing the world. ​

 

Education: 

  • Preferred: Bachelor’s degree in Business, Computer Science, or Information Technology, Engineering, or experience in related field. 

 

Data Protection Requirement

  • Adhere to all N3 Data Protection policies, standards, and procedures per your role. Take required continuing education courses in Data Protection at N3 for your role.

Equal Employment Opportunity

N3 recruits, hires, and promotes for all positions without regard to race, religion, color, national origin, gender, age, sexual orientation, gender identity and/or expression, handicap or veteran's status. All terms and conditions of employment such as compensation, benefits, work assignment, availability of facilities and privileges of employment are administered on the same basis of equality.

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