Customer Success Manager (Microsoft Modern Workplace)

The Company  

Ultimate Technologies Group is a family-owned audio-visual technology company headquartered in Fishers, IN. UTG was founded in 2017 by co-owners Will and Tiffany O’Brien. Our purpose is to design, install, and service complex, high-performance, reliable AV technology commercially and globally. We focus on providing an easy user interface and industry-best service. We make virtual hybrid communication simple and consistent to help organizations communicate their stories with interactive digital experience centers. What differentiates UTG from the others is our obsession with matching our customers’ sense of urgency for rapid and effortless service. To accomplish this, we hire only the best talent - a mix of technical and interpersonal skills, with the desire and potential to grow to higher levels in the future to keep up with our growth. Our model has been well received and has fueled growth and loyalty with a customer retention rate of over 99%!  

Company Culture 

UTG's culture is distinct, emphasizing our values of service, constant experimentation, and transparent communication. We provide a motivating and collaborative environment in which team members can reach their full potential. Some of the celebrations and benefits you can look forward to are:

• Earned Best Places to Work 6 consecutive years! 
• Performance-based, above-market pay
• Annual increases & bonuses
• Full benefits 
• Stock ownership 
• Phone reimbursement
• Internal promotions prioritized
• Summer and Christmas party
  
• Chili cook-off
• Service day
• Semi-casual attire

The Role

We are seeking a dedicated Customer Success Manager for Microsoft Modern Workplace to join our team. This role is focused on ensuring our customers realize the full potential and value of their Microsoft Modern Workplace solutions. The ideal candidate will possess a deep understanding of the Microsoft ecosystem, a passion for delivering outstanding customer experiences, and a drive to help organizations optimize their technology investments.

Responsibilities

• Customer Engagement: Develop and maintain strong relationships with key stakeholders, acting as a trusted advisor and advocate for the customer within our organization.
• Onboarding and Adoption: Lead the onboarding process for new customers, ensuring a smooth transition and successful adoption of Microsoft Modern Workplace solutions.
• Training and Enablement: Provide training sessions, workshops, and resources to empower customers to use Microsoft Modern Workplace tools effectively.
• Usage and Value Realization: Monitor and analyze customer usage patterns and engagement metrics to identify opportunities for increased adoption and value realization.
• Issue Resolution: Proactively identify and address any issues or concerns that may impact the customer's experience, collaborating with technical support and product teams as necessary.
• Customer Advocacy: Serve as the voice of the customer, providing feedback to product teams to influence feature development and improvements based on customer needs.
• Success Planning: Develop and execute customer success plans, aligning with the customer's goals and objectives to ensure they achieve their desired outcomes.
• Renewal and Expansion: Drive customer retention and expansion by demonstrating the ongoing value of Microsoft Modern Workplace solutions and identifying upsell opportunities.
• Reporting and Documentation: Maintain accurate records of customer interactions, progress, and outcomes in CRM systems and other tools.
• Market Insights: Stay informed about industry trends, best practices, and competitive landscape to provide relevant insights and recommendations to customers.
  

Competencies 

Must-Haves

• Education: Bachelor's degree
  
• Experience: Minimum 5 years experience in customer success, project management, or a related role within the technology industry. Experience with Microsoft Modern Workplace solutions.
• Technical Expertise: Strong understanding of Microsoft Modern Workplace products, such as Office 365, Microsoft Teams, and other collaboration tools. Ability to explain technical concepts to non-technical stakeholders.
• Project Management: Strong organizational and project management skills, with the ability to manage multiple priorities and deliverables simultaneously.

Nice-to-Haves

• PMP Certification 
• Microsoft Certifications 

Soft Skills

• Customer-Centric Mindset: Demonstrated commitment to delivering exceptional customer experiences and a proactive approach to problem-solving.
• Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and concisely.
• Analytical Skills: Ability to analyze data, identify trends, and make data-driven recommendations to enhance customer success.
• Collaboration: Proven ability to work effectively in cross-functional teams, collaborating with sales, technical support, product development, and other departments.
• Adaptability: Flexibility to adapt to changing customer needs and evolving product landscapes.
• Passion for Technology: Genuine interest in technology and its potential to transform businesses and improve productivity.

If you are passionate about customer success and have the skills and experience to excel in this role, we encourage you to apply!