The MicroStrategy Senior Customer Success Manager (CSM) role was born out of the need to accommodate each customer’s unique set of requirements as they adopt MicroStrategy technology and solutions. This individual will manage a portfolio of customers who have implemented our technology solutions with the goal of increasing product usage and overall adoption. This position is an integral part of MicroStrategy's long term relationship with its customers, and the efforts put forth by this individual will directly impact the value realized and the ultimate success of the business relationship.  Beyond direct interaction with our customers, this individual will work with internal MicroStrategy business units to ensure customer needs are being met in a timely manner.  In order to succeed in this role, this individual must have an intense focus on customer success with strong influence abilities.

Your Focus

• Develop strong customer relationships that enable MicroStrategy to become a trusted advisor to our customers
• Provide business acumen for customers and strive to understand the business problem we are solving in order to best manage the evolution of the solution and exceed customer expectations.
• Develop strong technical understanding of all MicroStrategy products
• Execute programs to ensure that MicroStrategy is fully aware of the customer's adoption level, value realization, and overall satisfaction with the technology solution(s)
• Work with the product management and product development (technology) organization to channel client feedback and solutions into future releases of the product(s)
• Collaborate cross functionaly to achieve customer satisfaction and resolve customer issues in a timely fashion
• Collaborate with Sales Account Management and executives to identify areas of solution expansion and adoption opportunities

Qualifications

• Over 5 years of technical account management, engagement management, system implementation or SI consulting experience
• 4 year degree in engineering, computer science, MIS or equivalent
• Previous direct experience and demonstrated comfort in interacting with Senior Management internally and within the install base
• Overall knowledge of BI system architecture, operation and technical requirements, including basic knowledge of the value of Big Data, networks, databases, ETL processes and mobile deployment strategies
• Demonstrated ability to manage multiple, simultaneous, cross-functional work streams
• Demonstrated client relationship and interpersonal skills
• Self-starter with an ability to identify areas for improvement
• Excellent communication skills, both orally and written are a must
• Must possess an enthusiastic personality and foster a positive work environment
• Client-focused attitude — a customer advocate
• Understanding of packaged application software implementation practices
• High level knowledge of enterprise IT organizational, business, and technical environments
• Travel: up to 25-30% depending on location of customers
• Able to support MicroStrategy customers during their working hours between 9:00am and 7:00pm EST

All your information will be kept confidential according to EEO guidelines.

MicroStrategy is an equal employment and affirmative action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. MicroStrategy is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures. If you have any difficulty using our online system and you need an accommodation due to a disability, you may contact us about your interest in employment at 703.848.8600. All your information will be kept confidential according to EEO guidelines.