Senior Customer Success Manager

High performing team members, challenging projects and a great place to work! This is what you can expect if you join the Quisitive team. Founded in 2016, Quisitive is a publicly traded, global Microsoft services and solutions partner with a team of professionals that has a long history of successfully delivering award-winning Microsoft solutions, including being named the 2024 Worldwide Microsoft Partner of the Year Award for Analytics. Our culture of continual learning and innovation ensures that we remain committed to Microsoft’s long-term strategy.

What do we attribute our award-winning success to? The people we hire, of course! Our team members don’t join Quisitive for just a job. They come to Quisitive to contribute to something bigger than themselves – to be part of a high-performing culture, continue their infinite quest to learn, and deliver innovative and exciting solutions that make a real impact on our customers’ business. We strive to provide the tools and leadership that you need to be successful, and then we let you do what you do best!

 

It is a very exciting time of growth for our Managed Services (MGS) team, and we are currently hiring a Senior Customer Success Manager to provide leadership and growth for our strategic subscription-based customers. 

This role can be located anywhere in the United States, but we would prefer Austin, Dallas, Houston, San Antonio, Chicago, Denver, Phoenix or Tampa.

What will my role entail?

As a Senior Customer Success Manager, you will be an integral member of Quisitive’s growing Managed Services team. This role is a consultative, billable position measured on customer satisfaction, and meeting account growth targets. You will be assigned a portfolio of customers and will position yourself as a customer advocate. You will be responsible for proactively ensuring that your clients’ desired outcomes are achieved through the successful delivery of Quisitive’s solutions/services and drive continuous improvement across the Microsoft cloud solutions deployed in your accounts.

Activities will include: 

• Being the “Voice of the Customer” to secure Quisitive solutions and resources which satisfy client business needs 
• Building trusted one-to-many relationships in your client organizations and understanding their desired outcomes
• Promoting and positioning Quisitive solutions and services with the goal of growing revenue
• Supporting planning and roadmap activities between your customers and Quisitive teams
• Advocating for Quisitive team members by providing two-way feedback on service delivery, risks, and opportunities
• Communicating and managing resourcing and service escalation when necessary
• Gathering, organizing, and documenting business objectives and issues; including report creation

What are the minimum requirements for the role?

• First and foremost, you should enjoy working in cross-functional teams, have a positive attitude, a proactive personality and a passion for exceeding expectations!
• Managing complex client and internal relationships from a proactive perspective
• Customer service mentality: patience, empathy, even-keeled demeanor, and the utmost professionalism
• Ability to map technical solutions to business problems.
• Experience working with IT and business decision-makers and stakeholders
• Ability to deescalate potentially sensitive client situations and have challenging conversations
• Excellent written/verbal communication and creative problem-solving skills
• 5-8 years of project, account, and/or customer management experience and history of attaining client growth targets
• Project Management experience
• Level 100-200 understanding of Microsoft cloud products (Microsoft 365, Azure, Copilot, etc.) from a business user perspective 
• Experience in the Information Technology services and/or consulting industry
• Ability to obtain Microsoft technical certifications in first three months
• Ability to work in an Agile environment
• Bachelor’s Degree or equivalent

What would set me apart?

• PMI – Project Management Professional or CAPM – Certified Associate in Project Management
• Certifications or experience in change management (Prosci)
• Microsoft certifications (AZ 900, AI 900, MS-900)
• Business Analyst or pre-sales experience to gather client requirements and build out solution backlog
• Experience in a Customer Success role managing subscription retention and revenue growth
• Experience with project, account, or solutions management within a Microsoft services organization
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