Customer Success Manager

POSITION DETAILS:

Position Title:

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Team:

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PURPOSE OF JOB:

Bytes aspire to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions, Bytes services and support offerings. To this end, we invest in a dedicated Customer Success team that will help Microsoft customers successfully realise their business outcomes.

We are seeking a dynamic and results-driven Microsoft Customer Success Manager (CSM) to join our team. A Microsoft Customer Success Manager (CSM) plays a crucial role in helping customers achieve their business goals using Microsoft Cloud solutions and Bytes services capabilities.

The Customer Success Manager is a sales and technical sales overlay role that works as a specialist resource with the purpose of driving profitability for our Microsoft and the business more generally. This is achieved through proactive engagement with our current customer base to help them deploy new technology, services and workloads. Your goal is to ensure customer satisfaction, drive value realisation and foster long-term strategic relationships through the use of data-driven insights and industry trends.

KEY RESPONSIBILITIES:

• Proactively work with existing customers to generate profitable sales of Bytes Cloud Services and supporting workshops, solutions assessments, managed services and CSP opportunities.

• Drive usage of Microsoft programs such as AMM, ECIF, CSI, ACO & Solutions Assessments.

• Delivering customer-facing discussions to scope, qualify and nurture opportunities in conjunction with pre-sales and Bytes delivery teams.

• Deliver basic cost optimisation and security recommendations to existing customers on a quarterly basis.

• Support the drive to migrate customers to modern agreements such as CSP.

• Working with Microsoft and other Cloud vendors to Co-Sell into customer base; looking at things such as the next logical workload to position new technologies into the cloud portfolio.

• Represent Bytes at customer events such as conferences, discussion forums, training events, webinars and live customer-facing events.

• Demonstrate capability and knowledge across the cloud through knowledge-share via internal sales training, internal presentations and marketing contributions such as whitepapers.

• Work alongside Microsoft to identify propensity data within the existing CSP customer base to be used to sales generating activities and new opportunities.

• Position Bytes internal Cloud services to customer base to drive sales and service days to increase GP and services offering in new workloads, projects and wider migrations and adoption.

• Work to identify optimisation opportunities including FinOps services (such as Quantum, Cloud Essentials) and understanding when to position Reserved Instances, Savings Plans etc.

• Drive consumption of third-party (non-Microsoft) SaaS applications through the Azure Marketplace

CORE COMPETENCIES & SKILLS

• Hold relevant accreditations and attend training courses (internal and external) as defined by Manager

• Have a deep understanding of Microsoft Azure and related Bytes services

• Demonstrate knowledge of Bytes managed services and complementary vendors

• Have a current understanding of the wider Bytes Eco-System and propositions

• Qualifying sales and growth opportunities bought to you by Account Managers

• Proactivity with sales teams, ensuring they are aware of you and your role/responsibilities

• Regular touch points with Sales Teams to ensure awareness of relevant programs and offerings

• Engagement with Bytes multi-vendor specialists when identifying complementary solutions sales

• Provide support throughout the sales cycle from initial qualification, nurturing opportunities alongside the account manager and ensuring a positive customer outcome

• Review available data to identify customer gaps (white space) to drive new cloud workloads and consumption opportunities

• Ensure all opportunities and engagements are entered into CRM and kept up to date

• Use tools such as Navigator to identify opportunities, along with propensity data, insights etc

• Assisting sales with open opportunities to support progression and value through sales cycle

• Build relationships with existing cloud customers and hold regular reviews to ensure value to the customer whilst also spotting opportunities for sales and driving further workloads into their environment

WIDER TEAM NETWORK

Internal

• Account Management Teams


• Bytes Vendor Specialists/Overlays


• Bytes PreSales & Services Teams


• Microsoft Commercial Executives


• Microsoft Practice Business Executive

External

• Microsoft Commercial Executives


• Microsoft Account Managers


• Microsoft Solutions Specialists (sales / technical)


• Eco-System Vendor Specialists (sales / technical)

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Minimum GCSEs (A-C) English & Mathematics


• Educated to A-level standard

ESSENTIAL

DESIRABLE

Professional Attributes

• Azure Fundamentals (AZ-900) or Similar


• Security, Compliance & Identity Fundamentals

Essential

Desirable

Years of Experience

• Minimum of 3 years working within Cloud technologies

Essential

Other Requirements

• Understanding and awareness of cloud offerings across Azure and third-party complementary solutions


• Understanding of Microsoft procurement agreements, models and cloud consumption cost optimisation strategies


• Understanding the Microsoft UK structure and establishing contacts with technical and sales specialists


• Ability to navigate and utilise Microsoft cloud tools/platforms to demonstrate capabilities to customers

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE

• Good technical and commercial knowledge of Microsoft technologies

• Understanding of, and ability to articulate to customers, options pertaining to cloud adoption, Microsoft technologies and services

• A self-motivated individual with excellent organisational and time management skills

• Comfortable presenting to customers, being able to understand business needs and aligning these to business / cloud solutions