Purpose of the job
Unified Communications market is changing fast with the tremendous usage of
cloud base solution and Orange has a key role to play in this transformation.
This drives to a deep change of the Operations approach (move from a reactive
approach to a Customer Success approach on which proactivity is a key success
factor). To manage this new approach, ESC Service Management team is looking
for a high potential profile, with customer centric vision and a strong
ability to communicate and convince internally as well as the customer.
Scope of work in term of products:
* Microsoft Teams / Microsoft 365
* Azure Cloud Platform
* Data Analysis tools (Power BI and Microsoft Power Platform)
The Role of the Customer Success Manager
* Seek & promote continual improvements of customers' solutions productivity and effectiveness to enhance customer satisfaction
* Understand customer core business and usage of A&V solutions.
* Support the implementation, lifecycle and onboarding process.
* Facilitate end user adoption to maximize your business values.
* Analyze and optimize to ensure efficiency.
* Key interface between Customer and ESC teams for all operation issues.
Support the customer in the release management process.
Customer Success Manager Responsibilities
Customer Success Coach
* Plan and lead interviews of the customers CSMs in his portfolio
* Establish a relationship with CSM; plan and participate to synchronization sessions to get comprehensive insights of customers solutions
* Detailed Analysis of the collected data to create customized advanced reporting providing a deep overview of the customers usages and potential growth
* Interact with project and sales team to provide feedback and guidance. Promote value proposition to the global Orange Business Services sales teams to fuel the project pipeline
* Seek & promote continual improvements of customers' solutions productivity and effectiveness to enhance customer satisfaction
* Follow service contracts renewal dates, support and maintenance contracts renewals, licenses validity period to contribute to sales and support annuity revenues
Interface between Customer, and internal within ESC, as well as, external
teams.
* Advocate Operations challenges with Product development team (marketing, process, IT)
* Manage training of Specialists/ Experts on latest Microsoft technologies
* Support the customer on operational pains (potentially escalations or crisis) with the support of Orange or service provider experts
* Participate, manage and support Service Improvement Plans to improve the service
* Support management to build the "operation of the future" model
Release management
The release management of cloud native solutions is based on a continuous
delivery of new features that needs to be deployed fast and regularly. The
customer needs to be supported to define the way to manage this intensive pace
of new releases:
* to understand the impact
* to test in its IT environment
* to deploy on a large pool of PCs
* and manage user adoption
The customer success manager will support the customer to define the
appropriate release management strategy and ensure progress of new release
roll out.
Responsible to provide deliverables such as :
* Usage reporting (standard or premium)
* Success Plan recommendations (generic or detailed)
* Contract Renewal tracking
* Proactive usage development activity
Skills:
* Customer centric and able to take the shoes of the customer (simple user as well as IT manager or buyer)
* Excellent communication skills, including power point presentations
* Problem solving
* Good knowledge of Microsoft 365 and Microsoft Teams integrations
* Lead project in Agility mode and deal with various counterparts (technical, sales, process, customer, management, …)
* Interested new subjects area (such as how to deploy a software on large number of Pcs)
* IT Service Management certifications are required
* English fluency up to B2 level minimum, french is a big plus.
We are looking for a profile capable to work autonomously and to be a
creative force and an enabler of future.
**
Customer Services & Operations
Regular
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