Microsoft Customer Success Specialist

The Microsoft Customer Success Specialist will work closely with the Public Sector MS Account Executive Team.  This is a key initiative to retain existing and capture additional Microsoft clientele. This role is designed to ensure MS customers receive the highest level of service and compelling value on a daily basis. The Microsoft Customer Success Specialist will be supporting our goals for empowering customers to maximize their IT investments and more importantly achieve their goals and key initiatives with accelerated adoption. This role includes onboarding, retaining, and leveraging these agreements to drive additional product sales and services opportunities. This is an overlay position that is a partnership with Public Sector MS AEs and other solution or product resources.  

The Microsoft Customer Success Specialist will report the Manager of Microsoft

Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $14 billion global provider of IT solutions and services.

Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:

• Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
• Continuous professional growth and leadership opportunities.
• Health, wellness, and financial benefits to offer peace of mind to you and your family.
• World-class facilities and the technology you need to thrive – in our offices or yours. 

Include, but not limited to: 

• Coordinate with MS-AEs to ensure onboarding customer Microsoft (MS) agreements to the company is seamless and effortless on the customer’s part 

• Ensure customer retention by tracking set deliverables throughout the life of an agreement  
• Be a resource to help advise customers on a routine basis about MS software programs or other related services  
• Capitalize on customers' contracts by collaborating with the company’s MS-AE for pivots off the install base to identify other Microsoft and non-Microsoft opportunities 
• Partner with customer, the Microsoft Account Team and SHI Account Team to prioritize and plan customer engagements that enhance MS and Non-MS program utilization 
• Assist with analyzing data to identify, upsell opportunities, cross sells or encapsulating services like digital transformation, Cloud Migration, ITAM and others  

• Maintain a working knowledge of the core Microsoft 365 Suite and Azure product features and functionality. 
• Assist with analyzing data from the O365 Optimization Tool to help our customers understand their utilization 
• Conduct meetings through MS Teams to communicate with customers and internal teams and on occasion in person  
• Acquire accreditations and meet other training requirements throughout the lifetime of the role 
• Create, Track and Update all activities in the company’s CRM system 

• Bachelor’s Degree or Equivalent Experience 
• Minimum 2 years’ experience working with/managing projects involving Software Licensing Agreements, Software Renewals and Maintenance Management preferably Microsoft specific 
• Understanding of Microsoft Teams, and/or Microsoft 365 and cloud options (Azure, AWS GCP) 

• Professional maturity, integrity and discipline and a positive attitude. 
• Ability to build strong customer relationships that ensures account retention and customer loyalty 
• Strong verbal and written communication on skills 
• Strong phone skills, inbound and outbound 
• Strong teamwork ability, capacity to be a Team player as an overlay 

• Strong analytical skills 
• Ability to learn new concepts and processes quickly that lead to proactively expanding technical depth in products, solutions, and services 
• Capacity to be a subject matter expert in multiple families of solutions 
• Ability to recommend services that compliment and/or round out proposed solutions 
• Excellent organizational and self-management skills 

• Ability to learn and utilize cost modeling tools, licensing workbooks and ROI calculations 
• Results oriented and driven 
• Ability to understand and resolve escalations 
• Willingness and desire to engage with both Business Decision Makers and IT Decision Makers 
• Ability to be responsive to customer and get internal organizations to complete tasks 
• Proficient in CRM 
• Proficiency in MS office tools – Outlook, Word, Excel, PowerPoint, Teams 
• A keen interest in both business and technology solutions

Preferred Skills & Qualifications: 

• Proven track record with Sales enablement programs or projects  
• Experience in consultative selling with proven customer success result 
• Ability to identify services that ensure customer realize expected business outcomes with an emphasis of M365 adoption.  

• Ability to articulate licensing information, renewal programs, true up process and top level service/solution discussions 
• Ability to fully interpret contracts and statements of work  
• Ability to confidently collaborate and communicate at all levels of organization internally and externally 
• Advanced Business and/or Solution Certifications 
• Experience working in a Team Selling environment 

• Experience working directly with the customer 
• Experience managing Microsoft Agreements as an LSP 

• MS certifications will within 6 months of hire: 
• Get Licensing Ready – multiple components 
• Microsoft Certified: Azure Fundamentals AZ-900 
• Microsoft Certified: M365 Fundamentals MS-900