Customer Success Specialist - Microsoft

SHI International Corp.•Somerset, NJ

2d•$55,000 - $75,000

About The Position

The Customer Success Specialist is responsible for coordinating with sales and account teams to ensure seamless customer onboarding and engagement, managing customer agreements, and advising on IT solutions to maximize customer investments. This role involves identifying upsell opportunities, maintaining expertise in product functionality, and conducting regular customer meetings to provide updates and gather feedback. The Customer Success Specialist will maintain accurate records in the CRM system and utilize sales tools to communicate solutions effectively while continuously enhancing their knowledge through training and accreditations.

Requirements

Completed Bachelor’s Degree or relevant work experience required
1-3 years of experience with Software Licensing Agreements, Software Renewals, and/or Maintenance Management (preferably Microsoft)
Willingness to obtain the following certifications within the first 6 months of SHI employment:
Get Licensing Ready – multiple components
Microsoft Certified: Azure Fundamentals AZ-900
Microsoft Certified: M365 Fundamentals MS-900
The ability to effectively utilize applications like Word, Excel, PowerPoint, and Outlook to enhance productivity and perform various tasks efficiently - Basic
Proficiency in utilizing Customer Relationship Management (CRM) software to manage and analyze customer interactions and data throughout the customer lifecycle, improving customer service, retention, and sales growth - Basic
Ability to thoroughly understand and analyze contracts and statements of work - Basic
Expertise in managing and optimizing Microsoft volume licensing agreements and operations to ensure compliance, cost-effectiveness, and alignment with organizational needs - Basic
The skill to effectively learn and apply cost modeling tools, licensing workbooks, and ROI calculations for financial analysis and decision-making - Basic

Responsibilities

Coordinate and collaborate with sales and account teams to ensure seamless onboarding and engagement with customers.
Track and manage customer agreements and pipeline opportunities to ensure timely delivery and customer satisfaction.
Advise and consult with customers on software programs and IT solutions to maximize their IT investments.
Identify and develop upsell and cross-sell opportunities by analyzing customer data and needs.
Partner with internal and external teams to enhance program utilization and drive additional product and service sales.
Maintain expertise in core product features and functionality to provide informed recommendations and support.
Conduct regular meetings with customers and internal teams to communicate updates and gather feedback.
Acquire necessary accreditations and complete ongoing training requirements to stay current in the role.
Create and maintain accurate records of activities and customer interactions in the CRM system.
Develop and utilize sales tools and customer-facing documents to effectively communicate solutions and opportunities.