City : Greater Toronto

Category : See Posting

Industry : Technology

Employer : Microsoft

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.  In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

·         Reach – Microsoft’s resources and scale empowers employees to utilize their skills for lasting impact.

·         Freedom –Microsoft values every individual’s talent and skillset and provides the freedom to explore and enhance them.  

·         Inspiration – Inspiration can be found through our Microsoft 365 products and how they can improve our customers’ lives.

With the definition of where, when, and how work gets accomplished having changed so dramatically over the last 24 months, and hybrid work being the new normal, empowering every organization and every person with a platform that enables them to connect, communicate and collaborate in a secure environment has never been more important!

As we look ahead, we’re on the search for a strong customer-centric, business leader to drive the deployment and adoption of Microsoft’s Modern Work & Security portfolio in Canada. As the steward of customer success, ultimately enabling customers of all sizes to realize maximum value from their investment in related technologies, you will play a critical role working across our teams and partner ecosystem to understand the inhibitors to adopting the latest technologies, partnering in developing programs, and solutions to accelerate the time to value.

The Subsidiary Product Marketing Manager, Customer Success (PMM) serves as the steward and evangelist for customer success (i.e. consumption) as a capability, measured through customer’s adoption and usage of Microsoft 365-based services.  In this role, the PMM is required to build and maintain a strong understanding of the solution set, that is deeply connected to an understanding of customer priorities and challenges, to help shape and inform solutions and strategies that drive success/consumption, while generating value for our customers. Supporting this, you will be responsible for understanding customer needs, identifying clear market insights and opportunities, competitive knowledge, and product expertise to drive the relevant business and marketing plans to deliver on our business aspirations and goals.

A successful candidate will have a solid understanding of their product set, and a passion to delve even deeper (we call it Tech Intensity), including how to connect our offerings to customer needs/solutions. You will be the voice of the products you represent within the subsidiary, and you’ll use those insights to shape feedback to our teams locally and globally.

Responsibilities

Program/Campaign Execution & Marketing Strategy

·         End-to-end ownership for Customer success: Usage targeting & growth plans, implementation, value prop landing, business outcomes target

·         Partner across the Microsoft 365 Business Group (locally and globally) as well as Central Marketing Organization to design and operationalize local events, skilling programs and other in-market investments to drive awareness and product usage at scale

·         Engage business & technical decision makers to drive intent, adoption & advocacy through integrated marketing campaigns, utilizing the full marketing mix to drive connectedness with functional business roles to unlock new experiences, use cases

·         Ensure successful adoption and growth in strategic customers by leveraging Customer Success Managers, FastTrack and relevant investment programs

·         Generate customer awareness of FastTrack as a Customer Success Service, including new capabilities  

·         Generate business insight, feedback, and evidence to improve on the customer success levers

·         Equip relevant field roles across our Account Team unit, Customer Success organization and others as appropriate with the readiness, training and tools required to accelerate deployment & adoption

Product Evangelism

·         Build and maintain product knowledge to enable you to be an evangelist for the product portfolio internally and externally to customers, influential and partners through events of all sizes

·         Build both functional and industry-centered capability to identify key use cases that create compelling experiences for customers, that generate business value

·         Own the value proposition and create compelling, localized content/campaigns that highlight innovation and integrate with all subsidiary marketing activities. Plan and execute Field and Partner readiness working across business/segment stakeholders

Partner Ecosystem  

·         Champion, and scale customer success as a critical capability and business outcome, with and through our partner ecosystem  

·         Build deep awareness of, and engagement with key partners & solutions that can enable customer success, across systems integrators, ISV and custom development including those focused in unlocking regulated industries

·         Partner deeply with our Partner organization to create an effective customer success partner channel strategy, inclusive of identifying needed capacity, capabilities and solutions

·         Ensure attachment of a skilled partner to every managed customer across all Microsoft 365 workloads; actively engage with and manage performance of FastTrack Ready Partner Program for the Canadian market

Business Management

·         Champion a culture of consumption/customer success across the subsidiary, engaging directly with the Leadership teams, while driving a robust Consumption Rhythm of the Business, in partnership with Customer Success, scaling across sellers, services, and partners

·         Own and drive transformational leading indicators and scorecard metrics related to the Rhythm of the Business (ROB); actively own and lead relevant plans to drive excellence in business outcomes and aspirations, partnering across the Business Group team on workload-specific efforts/activities

·         Develop local business management strategy; partner closely across the organization to interpret market opportunity/risk and build appropriate plans

·         Determine key insights and asks to accelerate adoption of Microsoft 365, qualify inhibitors (with recommendations) to escalate to local leadership, and back through WW teams  

·         Ensure customer engagement with FastTrack through tight orchestration across FastTrack, Services & Sales

·         Participate in quarterly connection meetings with Corp to support the local Business Group Lead on Customer Success/Consumption discussions; serve as the voice of the customer, surfacing insights and feedback related to growth opportunities or challenges.

·         Lead Customer Success marketing through fiscal planning process on investments, plans, and targets

Qualifications

Education

•       Bachelor’s Degree (B.S./B.A.) or equivalent experience required.

Experience, Skills & Knowledge

•       5+ years of experience in product marketing/management, customer success and/or solution delivery

•       A passion for driving connected execution across sales, marketing, and customer success/project delivery with the ability to clearly articulate solutions in a business and customer-centric manner.

•       Results-orientated business leader with proven ability to develop & drive the strategy for defined business(s)

•       Deep customer focus and understanding of the customer adoption lifecycle.

•       Strong analytical skills to assess business performance, identify market opportunities and develop useful insights from data.

•       Strong executive presence including communication and presentation skills with a high degree of comfort to large and small audiences.

•       Be able to work at a strategic and tactical level to drive success for the portfolio.

•       Experience successfully working collaboratively across teams with differing functions.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.