Customer Success Manager

Summary

Join Quisitive's growing Managed Services team as a Customer Success Manager, contributing to the success of our award-winning Microsoft solutions. Based anywhere in the US (preference for specific cities), you will be a consultative, billable member, measured on customer satisfaction and account growth. As a customer advocate, you will ensure client outcomes are achieved through successful delivery of Quisitive's solutions and services. This role involves building relationships, promoting Quisitive's offerings, supporting planning, advocating for team members, managing communication and resources, and documenting business objectives. The ideal candidate possesses strong communication, problem-solving, and client management skills, along with experience in IT and Microsoft cloud products. Quisitive offers a high-performing culture and resources to help you excel.

Requirements

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

Responsibilities

• Being the “Voice of the Customer” to secure Quisitive solutions and resources which satisfy client business needs
• Building trusted one-to-many relationships in your client organizations and understanding their desired outcomes
• Promoting and positioning Quisitive solutions and services with the goal of growing revenue
• Supporting planning and roadmap activities between your customers and Quisitive teams
• Advocating for Quisitive team members by providing two-way feedback on service delivery, risks, and opportunities
• Communicating and managing resourcing and service escalation when necessary
• Gathering, organizing, 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 is a plus
• Experience in MS Dynamics (not required)
• Experience in leveraging Power BI and data reporting tools
• Experience in budgeting, forecasting, and risk management