Customer Success Management

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マイクロソフトは日本の教育市場に対して、総合的な教育ソリューションを提供しています。特に直近では、Microsoft 365 EducationやMicrosoft 365 Copilot、Azure Open AI、Power Platform を主体とした教育機関向けのクラウドサービスの提供にシフトしており、関連省庁・研究機関・大学・高等教育機関・さらには教育委員会に対しての利活用を促進しています。本ロールは、主にM365 EducationやMSの生成AI、データ分析基盤、そしてセキュリティサービスを中心としたソリューションの活用と定着化を戦略的に推進するロールとなります。具体的にはお客様の課題やニーズを発掘し、顧客のIT組織と事業組織（教育機関の場合は、学校責任者・教員・生徒）の橋渡しとなって、お客様にとって最適な定着化のプロセスをリードし顧客にとっての良き戦略立案・推進のパートナーの役割も果たします。また、自ら利活用促進のための戦略的な研修を顧客そしてパートナー企業に対して提供し、お客様が契約しているサービスの有効な活用およびUpsellやCross sellの責任を担います。

Preferred Qualifications:

• Bachelor's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
  • OR Master's or PhD Degree in Business, Engineering, Technology, or related field AND 10+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)
  • OR equivalent experience.
• 5+ years experience in change management and/or technology adoption.
• Change Management Certification (e.g., Prosci).

Key Responsibilities include:

• Drive Microsoft 365 usage with a focus on Microsoft Teams workloads and security functions.
• Specifically focus on generative AI solutions such as M365 Copilot and Azure OpenAI.
• Securing BDM/ITDM intent to use Microsoft Teams and aligning with Line of Business priorities at your customers.
• Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) within each customer to influence adoption.
• Drive business scenarios leveraging Meetings/Platform/Apps in Teams to drive Teams usage.
• Act as the single point of accountability for Monthly Active Usage (MAU) for M365 and Copilot Chat within the customer while proactively identifying new workloads and expansion opportunities.
• Operate as One Microsoft by engaging workload experts (e.g., CSU, Teams TS, ATS, FastTrack/ENG, partners, etc.) to drive business outcomes and incremental value creation.
• Clearly define BDM/ITDM business outcomes and build a high quality “success plan” inclusive of customer objects, stakeholders, milestones, risks and metrics needed to achieve them.
• Lead customer consumption governance for BDMs through proactive partnership with customer v-team.
• Lead Microsoft Teams internal alignment/ROB for all assigned customers through proactive partnership with Microsoft v-team.
• Represent the technical “Voice of the Customer” within Microsoft to inform and influence engineering, and document business-value driven customer success stories and shared practices.
• Activate Microsoft Team when new sales opportunities (Upsell or Cross-Sell) are generated through consumption engagements with BDM.