Microsoft Customer Success Manager - CSP
Posted 13 hours 40 minutes ago by Avanade Spain SL
Permanent
Full Time
Call Centre / Customer Service Jobs
London, United Kingdom
Job Description
Microsoft Customer Success Manager - CSP Avanade seeks a Microsoft Customer Success Manager (CSM) to manage and grow customer relationships within the Microsoft Cloud Solution Provider (CSP) portfolio. This role is focused on driving customer adoption, satisfaction, retention, and expansion across Microsoft cloud services, while acting as the high-touch, post-sale success partner for CSP customers.
As a CSM, you will own the customer success motion for a portfolio of CSP customers. You will work across Avanade sales, delivery, and Microsoft teams to ensure customers realize value from their Microsoft investments, increase cloud adoption, and identify opportunities for growth. Together we do what matters.
What you will do
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Avanade is committed to providing veteran employment opportunities to our service men and women.
Please read Avanade's Hiring and Privacy Statement for more information on how we process your data during the Recruiting and Hiring process.
Adoption & Change Management (ACM) Key Responsibilities
Capabilities assessment Stakeholder mapping, persona analysis, workflow time and motion snapshots, enablement maturity, change risks.
Adoption Planning & Governance (non technical) Build 12 week adoption plan with ADKAR milestones map, sponsor roadmaps, resistance plans, reinforcement tactics, RAID log, RACI, communications & training calendar, and value tracking plan.
Enablement & Training Design persona based curricula with measurable learning outcomes.
Communications & Engagement Produce quarterly communications plan; maintain a content calendar; A/B test subject lines; report reach, open, CTR, and behavior lift.
Facilitation & Coaching Design executive showcases, floor walks, office hours, and more.
Feedback & Support Design team inbox, surveys, office hours schedule, FAQ knowledge base, sentiment tracking mechanisms.
Measurement & Value Realization Design live adoption dashboards (WAU/DAU, depth of use, role cohorts, training completion, help desk deflection); manage baseline capture guide. Design pre/post workflow studies, cohort analysis, funnel diagnostics, experiment readouts, ROI models, and industry playbooks. Transition and sustainment plans for champions.
AI Use case Engineering (non technical) Facilitate workshops to decompose tasks, map prompt patterns, define acceptance tests, assign owners; deliver a scored backlog for prioritization (RICE/ICE) and go/no go criteria.
Articulate AI Transformation Business Value Map to business KPIs and baselines, capture pilot results, maintain a value register, and craft executive ready narratives linking signals to outcomes.
Persona & Workflow Analysis Build day in the life task inventories; run time and motion studies; convert to AI transformation workflow with pre/post measurement plan.
Prompt Pattern Labs Drive Prompt Pattern Labs and produce prompt "recipes" mapped to the customer's context.
Analytics Pull from M365 Admin Center usage/adoption, Adoption Score category measures, Viva Insights aggregated behavior signals, and Forms surveys to triangulate reach, activation, depth, and behavior change. Maintain a KPI dictionary with thresholds and experiment guardrails.
AI Safety and Responsible AI Principles Articulate principle of AI Safety, author acceptable use and safe prompting guidelines; run short user safety briefs. Create a risk register, incident communication playbook, and quick drills. Socialize Microsoft Responsible AI principles (fairness, reliability & safety, privacy & security, inclusiveness, transparency, accountability) and embed in training and communications.
Core Consulting Competencies 7-10+ years in enterprise ACM with Microsoft 365; 2+ years in short format consulting (workshops/accelerators). Demonstrated ability to produce assets same day: backlogs, labs, communications, KPI scaffolds. Ability to rapidly scope and tailor engagement sets to constraints (time, role mix, data access). Multi industry exposure; comfort switching contexts multiple times per week. Facilitate executive and practitioner discussions and keep decisions moving with visible timers, parking lot, and decision log. Facilitation & objection handling: Convert quality and safety concerns into experiments with owners and dates.
Role Overview As part of the Application & Infrastructure SME team within the ICOE, you will focus on modern application architecture while pioneering the use of agentic AI in real delivery scenarios. You will collaborate closely with Avanade Regions on both direct and indirect deals, supporting them during solutioning phases as well as during critical delivery phases. Whether modernizing legacy systems or building solutions from scratch, you will apply agentic AI to transform how projects are executed end to end.
What you'll do
As a CSM, you will own the customer success motion for a portfolio of CSP customers. You will work across Avanade sales, delivery, and Microsoft teams to ensure customers realize value from their Microsoft investments, increase cloud adoption, and identify opportunities for growth. Together we do what matters.
What you will do
- Serve as a point of contact for CSP customers post sale
- Assist with onboarding, adoption, and ongoing success across Microsoft cloud services
- Develop and execute customer success plans aligned to business outcomes
- Monitor customer health, usage, and satisfaction to proactively address risks
- Identify upsell, cross sell, and renewal opportunities in collaboration with sales teams
- Coordinate support, escalation, and issue resolution across Avanade and Microsoft
- Conduct regular customer reviews to demonstrate value and progress against goals
- Advocate for the customer internally, ensuring alignment across delivery and support teams
- Maintain accurate customer data, success metrics, and forecasting
- Support renewals and retention efforts within the CSP lifecycle
- Increase CSP recurring revenue
- Unlock licensing opportunities
- Conduct quarterly customer education - workshops & webinars
- 3+ years experience in customer success, account management, or service delivery
- Experience managing Microsoft CSP customers and cloud subscriptions
- Strong understanding of Microsoft cloud platforms (Azure, M365, Dynamics preferred)
- Proven ability to manage customer relationships and drive adoption outcomes
- Experience working in a services or managed services environment
- Strong communication, presentation, and stakeholder management skills
- Ability to collaborate across sales, technical, and operations teams
- Experience using customer success metrics and health indicators
- Microsoft Licensing Certifications - must maintain
- 3+ years experience managing Microsoft CSP customers and cloud subscriptions
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Avanade is committed to providing veteran employment opportunities to our service men and women.
Please read Avanade's Hiring and Privacy Statement for more information on how we process your data during the Recruiting and Hiring process.
Adoption & Change Management (ACM) Key Responsibilities
- Deliver high impact, short format Adoption & Change Management (ACM) engagements that unlock Microsoft AI Products value fast. Facilitate, diagnose, prioritize, enable, and deliver customers with concrete artifacts, actions, owners, and metrics-within hours, not weeks.
- Lead business case identification and prioritization based on impact, feasibility, and alignment with organizational goals.
- Shape and execute enterprise level Copilot adoption strategies that align with business priorities and transformation goals.
- Facilitate structured readiness assessments to evaluate organizational, skilling, and enablement maturity and recommend practical action plans.
- Develop and support execution of skilling, enablement, and internal communications strategies to drive user engagement and adoption.
- Engage business and IT stakeholders to monitor progress, track value, and optimize adoption strategies based on feedback and usage signals.
- Apply Microsoft frameworks and tools to facilitate structured reviews, value realization planning, and success measurement.
Capabilities assessment Stakeholder mapping, persona analysis, workflow time and motion snapshots, enablement maturity, change risks.
Adoption Planning & Governance (non technical) Build 12 week adoption plan with ADKAR milestones map, sponsor roadmaps, resistance plans, reinforcement tactics, RAID log, RACI, communications & training calendar, and value tracking plan.
Enablement & Training Design persona based curricula with measurable learning outcomes.
Communications & Engagement Produce quarterly communications plan; maintain a content calendar; A/B test subject lines; report reach, open, CTR, and behavior lift.
Facilitation & Coaching Design executive showcases, floor walks, office hours, and more.
Feedback & Support Design team inbox, surveys, office hours schedule, FAQ knowledge base, sentiment tracking mechanisms.
Measurement & Value Realization Design live adoption dashboards (WAU/DAU, depth of use, role cohorts, training completion, help desk deflection); manage baseline capture guide. Design pre/post workflow studies, cohort analysis, funnel diagnostics, experiment readouts, ROI models, and industry playbooks. Transition and sustainment plans for champions.
AI Use case Engineering (non technical) Facilitate workshops to decompose tasks, map prompt patterns, define acceptance tests, assign owners; deliver a scored backlog for prioritization (RICE/ICE) and go/no go criteria.
Articulate AI Transformation Business Value Map to business KPIs and baselines, capture pilot results, maintain a value register, and craft executive ready narratives linking signals to outcomes.
Persona & Workflow Analysis Build day in the life task inventories; run time and motion studies; convert to AI transformation workflow with pre/post measurement plan.
Prompt Pattern Labs Drive Prompt Pattern Labs and produce prompt "recipes" mapped to the customer's context.
Analytics Pull from M365 Admin Center usage/adoption, Adoption Score category measures, Viva Insights aggregated behavior signals, and Forms surveys to triangulate reach, activation, depth, and behavior change. Maintain a KPI dictionary with thresholds and experiment guardrails.
AI Safety and Responsible AI Principles Articulate principle of AI Safety, author acceptable use and safe prompting guidelines; run short user safety briefs. Create a risk register, incident communication playbook, and quick drills. Socialize Microsoft Responsible AI principles (fairness, reliability & safety, privacy & security, inclusiveness, transparency, accountability) and embed in training and communications.
Core Consulting Competencies 7-10+ years in enterprise ACM with Microsoft 365; 2+ years in short format consulting (workshops/accelerators). Demonstrated ability to produce assets same day: backlogs, labs, communications, KPI scaffolds. Ability to rapidly scope and tailor engagement sets to constraints (time, role mix, data access). Multi industry exposure; comfort switching contexts multiple times per week. Facilitate executive and practitioner discussions and keep decisions moving with visible timers, parking lot, and decision log. Facilitation & objection handling: Convert quality and safety concerns into experiments with owners and dates.
Role Overview As part of the Application & Infrastructure SME team within the ICOE, you will focus on modern application architecture while pioneering the use of agentic AI in real delivery scenarios. You will collaborate closely with Avanade Regions on both direct and indirect deals, supporting them during solutioning phases as well as during critical delivery phases. Whether modernizing legacy systems or building solutions from scratch, you will apply agentic AI to transform how projects are executed end to end.
What you'll do
- Architect AI powered applications using autonomous and semi autonomous agentic frameworks.
- Apply AI agents across all delivery phases: analysis, design, build, test, deploy, and operations.
- Modernise legacy applications using agentic AI for discovery, transformation, and refactoring.
- Define end to end architectures integrating traditional software, LLMs, vector stores, and orchestration.
- Drive AI adoption within Avanade Regions, enabling AI driven solution roadmaps.
- Contribute to solution planning and design across multi disciplinary and multi cloud environments.
- Develop accelerators, reference architectures, and reusable assets for agentic AI patterns.
- Guide engineering, data, and DevOps teams on AI automation and pipeline integration.
- Travel occasionally for high value client engagements.
- English oral and written communication.
- Strong technical writing, presentation and training skills.
- Microsoft Intune: Deep hands on experience with device compliance, application deployment, software updates, endpoint protection, and policy management. Device enrolment, corporate and personal/BYOD device scenarios . click apply for full job details