Microsoft Customer Success Specialist – Philippines

Benefits

Pulled from the full job description

401(k)
Dental insurance
Vision insurance

Job Summary:

The Microsoft Customer Success Specialist will work closely with the Public Sector MS Account Executive Team. This is a key initiative to retain existing and capture additional Microsoft clientele. This role is designed to ensure MS customers receive the highest level of service and compelling value on a daily basis.

The Microsoft Customer Success Specialist will be supporting our goals for empowering customers to maximize their IT investments and more importantly achieve their goals and key initiatives with accelerated adoption. This role includes onboarding, retaining, and leveraging these agreements to drive additional product sales and services opportunities. This is an overlay position that is a partnership with Public Sector MS AEs and other solution or product resources.

The Microsoft Customer Success Specialist will report the Manager of Microsoft Customer Success and is required to report to the Somerset, NJ office location.

About Us:

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next.

But the heartbeat of SHI is our employees – all 6,000 of them.

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If you join our team, you’ll enjoy:

Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.

Responsibilities:

Include, but not limited to:

Coordinate with MS-AEs to ensure onboarding customer Microsoft (MS) agreements to the company is seamless and effortless on the customer’s part

Ensure customer retention by tracking set deliverables throughout the life of an agreement
Be a resource to help advise customers on a routine basis about MS software programs or other related services
Capitalize on customers’ contracts by collaborating with the company’s MS-AE for pivots off the install base to identify other Microsoft and non-Microsoft opportunities
Partner with customer, the Microsoft Account Team and SHI Account Team to prioritize and plan customer engagements that enhance MS and Non-MS program utilization
Assist with analyzing data to identify, upsell opportunities, cross sells or encapsulating services like digital transformation, Cloud Migration, ITAM and others

Maintain a working knowledge of the core Microsoft 365 Suite and Azure product features and functionality.
Assist with analyzing data from the O365 Optimization Tool to help our customers understand their utilization
Conduct meetings through MS Teams to communicate with customers and internal teams and on occasion in person
Acquire accreditations and meet other training requirements throughout the lifetime of the role
Create, Track and Update all activities in the company’s CRM system

Qualifications:

Bachelor’s Degree or Equivalent Experience
Minimum 2 years’ experience working with/managing projects involving Software Licensing Agreements, Software Renewals and Maintenance Management preferably Microsoft specific
Understanding of Microsoft Teams, and/or Microsoft 365 and cloud options (Azure, AWS GCP)

Required Skills:

Professional maturity, integrity and discipline and a positive attitude.
Ability to build strong customer relationships that ensures account retention and customer loyalty
Strong verbal and written communication on skills
Strong phone skills, inbound and outbound
Strong teamwork ability, capacity to be a Team player as an overlay

Strong analytical skills
Ability to learn new concepts and processes quickly that lead to proactively expanding technical depth in products, solutions, and services
Capacity to be a subject matter expert in multiple families of solutions
Ability to recommend services that compliment and/or round out proposed solutions
Excellent organizational and self-management skills

Ability to learn and utilize cost modeling tools, licensing workbooks and ROI calculations
Results oriented and driven
Ability to understand and resolve escalations
Willingness and desire to engage with both Business Decision Makers and IT Decision Makers
Ability to be responsive to customer and get internal organizations to complete tasks
Proficient in CRM
Proficiency in MS office tools – Outlook, Word, Excel, PowerPoint, Teams
A keen interest in both business and technology solutions

Preferred Skills & Qualifications:

Proven track record with Sales enablement programs or projects
Experience in consultative selling with proven customer success result
Ability to identify services that ensure customer realize expected business outcomes with an emphasis of M365 adoption.

Ability to articulate licensing information, renewal programs, true up process and top level service/solution discussions
Ability to fully interpret contracts and statements of work
Ability to confidently collaborate and communicate at all levels of organization internally and externally
Advanced Business and/or Solution Certifications
Experience working in a Team Selling environment

Experience working directly with the customer
Experience managing Microsoft Agreements as an LSP

Certifications Required:

MS certifications will be required within 6 months of hire:
Get Licensing Ready – multiple components
Microsoft Certified: Azure Fundamentals AZ-900
Microsoft Certified: M365 Fundamentals MS-900

Microsoft Customer Success Specialist – Philippines

Benefits

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