Customer Success Manager

The purpose of this role is to ensure that Phoenix managed service customers are satisfied with the services they have bought from Phoenix and that the technical delivery teams are performing to the agreed, contractual, and expected Service Levels.

You will be:

• Responsible for delivering and supporting the alignment of Phoenix’ Modern Workplace and Cloud and AI Solutions strategy to customers and Microsoft priorities across our sales Divisions.
• Required to deliver Microsoft product training to meet audience requirements and be confident presenting the Modern Workplace technology vision for Phoenix, strategic partners and the customer.
• Delivering training packages aligned to Phoenix’ offerings & customer needs.
• Assist customers in becoming Prosci certified in Adoption & Change Management.
• Excellent knowledge of respective Microsoft Portfolio options and at a Technology level around Cloud, migration and upgrade strategies, support, and managed services.
• Comfortable working in an energetic, high-growth environment with a flexible and agile approach to emerging customer and vendor requirements.
• Accustomed to working to targets and deadlines

The main responsibilities are:

• Deliver remote & face to face customer meetings, delivering training on Microsoft Technologies & Services including AI based technologies
• Work with the Modern Workplace team to scope, qualify and nurture the opportunities alongside Phoenix account managers and strategic partners.
• Support the implementation of the Phoenix Modern Workplace and Cloud and AI strategy for success in FY25 and beyond.
• Work collaboratively with all the Divisional Sales Leaders to share our Training/ Change Management strategy, GTM (go to market) and take feedback.
• Work with new and existing accounts to generate new opportunities.
• Work with Sales divisions to ensure the sales pipeline for the Cloud and AI Solutions, Modern Workplace projects are accurately reflected in D365.
• Drive the Sales & Marketing function by delivering remote & in-person events, delivering topical industry and technical focussed webinars and participating in marketing events with named vendors.
• Support objectives as defined in the company’s information security policy
• Perform your tasks in support of data and information security

Competencies:

• Collaboration: Demonstrates active listening and an understanding of others perspectives.
• Trust and Integrity: Communicates truthfully and openly. Provides accurate and reliable information. Fulfils commitments and deadlines. Respects confidential and sensitive information. Makes decisions based on ethical principles and values.
• Kind and respectful: Respects and embraces individual differences. Demonstrates the ability to understand and share others feelings and perspectives. Treats others with kindness, compassion and sensitivity.
• Passionate about customers and employees: Focusses on customer and colleagues needs. Goes above and beyond to provide a good service to customers and colleagues. Actively seeks opportunities to connect and engage with others.
• Have fun and get the job done: Maintains a positive attitude with an optimistic outlook. Brings energy and enthusiasm to the workplace. Is able to manage and prioritise tasks. Works well with others and actively participates in team efforts.
• Product Knowledge: Comprehensive understanding of the products or services being sold. Ability to articulate features, benefits, and value propositions to potential customers. Keeps up to date with industry trends and competitors’ offerings.
• Communication skills: Excellent verbal and written communication skills. Actively listens and asks relevant questions. Demonstrates persuasive and effective presentation skills.
• Relationship building: Can build and maintain strong relationships with customers and partners, particularly Microsoft. Establishes trust and credibility. Demonstrates networking and developing a robust professional network.
• Prospecting & lead generation: Identifies potential customers and target markets. Conducts research to gather leads and qualify prospects. Develops strategies to generate new business opportunities.
• Negotiation skills: Demonstrates effective negotiation techniques to achieve win-win outcomes. Balances customer needs with organisational goals. Overcomes objections and handles difficult negotiations.
• Closing deals: Ability to recognise buying signals and close sales effectively. Understands different closing techniques. Handles contract negotiations and finalising of agreements.
• Time management: Prioritises tasks and manages time effectively. Meets deadlines and balances multiple sales activities. Organises and maintains a structured sales pipeline.
• Adaptability & resilience: Adapts to changing market conditions and customer needs. Embraces new technologies.
• Problem solving: Analyses customer needs and provides tailored solutions. Identifies and addresses customer pain points. Resolves issues and finds creative solutions to meet customer requirements.
• Sales metrics & analysis: Understands key sales metrics and analyses sales data. Tracks performance against targets and goals. Uses data to identify trends, opportunities, and areas for improvement.

Ideally you will have:

• Certification in Microsoft Fundamentals level or above
• 5+ Years in Microsoft focussed technical pre-sales role

We provide all employees with the skills needed to do their job by offering personal development plans and encourage applications from anyone who thinks they can bring what is required to the role. So, even if you don’t meet every point detailed in the criteria above, we encourage you to still apply – simply explain how your current skills and experience are relevant in your application.