Customer Success Manager (CSM) - M365 Copilot Chart

Job Title - Customer Success Manager (CSM) - M365 Copilot Chart

Location - Remote

Requirement

• Establish and maintain strong relationships with assigned customers, serving as their primary point of contact and trusted advisors.
• Understand customers' business needs, goals, and challenges to identify opportunities where M365 Copilot Chart can provide value and drive business outcomes.
• Planning and Strategy: The CSM must collaborate with the customer and relevant stakeholders to develop a migration plan and strategy. This involves identifying key milestones, dependencies, and potential risks. The CSM assists in setting realistic expectations and timelines while ensuring that the migration plan aligns with the customer's goals. The CSM acts as a liaison between the customer and the technical teams involved in the migration process. Throughout the migration process, the CSM maintains open and regular communication with the customer. Once the migration is complete, the CSM continues to provide support and guidance to the customer.
• Guide customers through the onboarding and implementation process, ensuring a smooth transition and successful adoption of M365 Copilot Chart.
• Conduct regular check-ins with customers to assess their satisfaction, address any issues, and provide proactive support and guidance.
• Collaborate with cross-functional teams, including sales, consulting, and technical support, to coordinate efforts and deliver exceptional customer service.
• Develop and execute customer success plans tailored to each customer's unique objectives, outlining milestones, success metrics, and action items.
• Provide training and enablement to customers to maximize their utilization of M365 Copilot Chart and optimize their business processes.
• Monitor and analyze customer usage and adoption data, identifying trends, patterns, and opportunities to drive product engagement and expansion.
• Proactively identify and mitigate risks to customer satisfaction, escalating issues as necessary and driving prompt resolution.
• Advocate for customer needs and feedback within the organization, collaborating with product management and development teams to influence product roadmap and enhancements.
• Stay up to date with industry trends, best practices, and product updates related to M365 Copilot Chart, maintaining a deep understanding of the platform's capabilities and value proposition.
• Contribute to the continuous improvement of customer success processes, tools, and resources, sharing knowledge and insights with the broader team.

Preferred/Desired Skills:

• Over 1 years of M365 Copilot Chart consultancy experience
• Excellent architectural knowledge of M365 Copilot Chart
• Performance Troubleshooting experience
• Experience of providing Pre-Sales Demonstrations
• Experience of working on full life cycle implementations & configurations across multiple versions of M365 Copilot
• Excellent understanding and knowledge of core M365 Copilot Chart
• Ability to create high quality functional documentation and strong requirements gathering skills.

EXPERIENCE (Preferred)

• 5+ Years of Industry experience
• 2+ related experience in technical consulting role