Job Description
Do
- As a Customer Success Manager in Azure for Education you will be responsible for managing and constantly improving not only customer support, but overall customer experience, helping us demonstrate customer obsession in any tiny details of the customer journey.
- § Build relationships between customers and the support teams.
- Identify and resolve technical issues, minor product problems, and address basic questions geared towards customer support team.
- Foster a relationship between customers and support, making it easier for users to resolve issues in the shortest time possible.
- Be the voice of the customer.
- As someone who works directly with customers, you will be responsible for advocating customer needs and providing in-depth understanding of customers likes and dislikes.
- Organize, analyze, and share results of ongoing surveys, reviews, feedbacks in social network to help identify and prioritize key features directly addressing customer pain points.
- Oversee day-to-day customer support execution.
- Manage the program support teams and overall program health, including planning support of upcoming feature releases, and working with stakeholders to manage dependencies and support related communications.
- Support technical team with extensive user testing of upcoming feature releases ensuring little to none impact on customer experience.
- For issues found, describe with clarity and detail for use by the technical team.
- Update workflows and reference documentation on an ongoing basis making sure all new features are provided with clear customer documentation.
- Identify, document, and help implement (where appropriate) best practices and process optimizations.
- Responsibilities include daily/weekly and monthly customer success and support performance reporting focused on insights helping improve customer experience.
- Our team is all about working across teams and leading others through impact and influence to drive client's cloud adoption in Education.
- The ideal candidate is a highly-motivated self-starter with a strong technical background who thrives amidst ambiguity, has a can-do attitude, and has strong intuitions about what needs to be done to drive student adoption of technologies.
- Demonstrate strong organizational skills ensuring effective cross-team collaboration.
- Strong analytical skills with basic knowledge of Power BI.
- VSTS experience as a project manager or team member assigned tasks.
- Clear written and oral communication.
- Customer focused mindset with a passion for enabling the success of the student developer community.
- Understanding of developer audiences and developer marketing a bonus.
- Technical understanding of Microsoft Azure technology stack is a bonus.
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