Customer Success Manager

Summary

Join Quisitive's growing Managed Services team as a Customer Success Manager! This consultative, billable role, located anywhere in the US (preference for specific cities), focuses on customer satisfaction and account growth. You will manage a portfolio of clients, advocating for their needs and ensuring successful delivery of Quisitive's Microsoft cloud solutions. Responsibilities include acting as the 'Voice of the Customer,' building client relationships, promoting Quisitive solutions, supporting planning activities, and managing service escalations. The ideal candidate possesses strong communication, problem-solving, and client management skills, along with experience in the IT services industry and a foundational understanding of Microsoft cloud products. This is an exciting opportunity to contribute to a high-performing team and make a significant impact on client success.

Requirements

• Enjoy working in cross-functional teams, have a positive attitude, a proactive personality and a passion for exceeding expectations!
• Manage complex client and internal relationships from a proactive perspective
• Possess a customer service mentality: patience, empathy, even-keeled demeanor, and the utmost professionalism
• Have experience working with IT and business decision-makers and stakeholders
• Be able to deescalate potentially sensitive client situations and have challenging conversations
• Possess excellent written/verbal communication and creative problem-solving skills
• Have 5+ years of project, account, and/or customer management experience and history of attaining client growth targets
• Have a Level 100-200 understanding of Microsoft cloud products (Microsoft 365, Azure, Copilot, etc.) from a business user perspective
• Have experience in the Information Technology services and/or consulting industry
• Be able to obtain Microsoft technical certifications in first three months
• Be able to work in an Agile environment
• Have a Bachelor’s Degree or equivalent experience

Responsibilities

• Be the “Voice of the Customer” to secure Quisitive solutions and resources which satisfy client business needs
• Build trusted one-to-many relationships in your client organizations and understanding their desired outcomes
• Promote and positioning Quisitive solutions and services with the goal of growing revenue
• Support planning and roadmap activities between your customers and Quisitive teams
• Advocate for Quisitive team members by providing two-way feedback on service delivery, risks, and opportunities
• Communicate and manage resourcing and service escalation when necessary
• Gather, organize, and documenting business objectives and issues; including report creation

Preferred Qualifications

• PMI – Project Management Professional or CAPM – Certified Associate in Project Management
• Certifications or experience in change management (Prosci)
• Microsoft certifications (AZ 900, AI 900, MS-900)
• Business Analyst or pre-sales experience to gather client requirements and build out solution backlog
• Experience in a Customer Success role managing subscription retention and revenue growth
• Experience with project, account, or solutions management within a Microsoft services organization
• Management of Microsoft 365 (Productivity, Security, etc.) or Azure projects
• Certified Customer Success Manager (CCSM) certification
• Experience in MS Dynamics
• Experience in leveraging Power BI and data reporting tools
• Experience in budgeting, forecasting, and risk management