Microsoft Customer Success Manager

Description:

About Bytes

Established in 1982, Bytes has grown rapidly and now employs over 600+ people across 5 locations in the UK and Ireland. Our turnover in Financial Year 2019 was in excess of £520M. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.

We invest in our employees through on-going support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

Your Future Starts Here!

Why Bytes?

* Over 600 staff (plans to double in size over the next 5 years)

* Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London or Manchester

* Winners of an array of industry awards

* Sunday Times Top 100 Best Places to Work

* Excellent training and career prospects offered

* Fantastic office with gym, canteen, open plan, smart casual dress code, regular incentives and company events

* Supporters of 85+ charities with strong commitment to diversity and sustainability

PURPOSE OF JOB:

This candidate will be responsible for growing the uptake of FastTrack services into eligible O365 and M365 customers through proactively engaging with accounts and positioning the benefits of the program. They will need to understand the intricacies of the program and take on the responsibility to achieve a GP target aligned to the successful delivery of this program. The role will involve regular customer facing contact and liaison with Microsoft, Bytes FastTrack & Specialist Teams and our Partner Ecosystem to ensure customer satisfaction.

KEY RESPONSIBILITIES:

* Be a target carrying head to drive the growth and profitability of the FastTrack program

* Provide customer facing support to the sales team to sell the benefits of the FastTrack program

* To work proactively from customer data and approach customers directly based on their entitlement to the program benefits

* To work closely with FastTrack delivery team to maximise upsell and cross-sell opportunities

* To attend FastTrack Business Reviews with Microsoft

INDIVIDUAL RESPONSIBILITIES

* Proactively engage with sales and clients from data provided

* Work with sales and Specialists to identify whitespace within accounts & proactively target customers with FastTrack messaging

* Take on responsibility for the onboarding and offboarding customer conversations

* Pipeline progression & forecast accuracy

* Identify upsell / cross sell opportunities within and into current customer base & pass to Specialists/Proposition owners

* Work effectively with FastTrack Operations and Delivery teams

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

* Educated to A level standard or equivalent - DESIRABLE

Experience

* Knowledge of Microsoft Modern Workplace solutions. - DESIRABLE

* Customer facing experience - ESSENTIAL

* Vendor development management experience - DESIRABLE

* Previous knowledge of the Microsoft FastTrack program - DESIRABLE

Other Requirements

* Excellent customer service skills - DESIRABLE

* Excellent organisational & time management skills - DESIRABLE

* Motivated (proactive & reactive) - DESIRABLE

* Multi Tasking team player - DESIRABLE

* An excellent communicator - DESIRABLE

* Copes well under pressure - DESIRABLE

* High level of ability with Microsoft Excel - DESIRABLE