Customer Success Manager
Microsoft
Customer Success Manager
Multiple Locations, Germany
Save
Overview
Microsoft aspires to help our customers achieve their own digital transformation, leveraging the power of Microsoft Cloud solutions and support offerings. To this end, Microsoft invests in a dedicated Customer Success team that will help Microsoft customers successfully realize their business outcomes.
With over 17,000 employees worldwide, the mission of the Customer Success Unit (CSU) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join CSU and help us build a future where customers achieve their business outcomes faster with technology that does more.
As a Customer Success Manager (CSM) supporting Dragon Copilot, you will be the strategic partner and operational lead for healthcare clients adopting Microsoft’s ambient and generative AI clinical documentation solution. You will build, maintain and grow customer relationships through implementation, driving adoption, growing revenue and ensuring long-term success by aligning Dragon Copilot with clinical workflows, EHR systems, clinical documentations systems and organizational goals.
Qualifications
Required Qualifications:
- Master's Degree in Business, Engineering, Technology, or related field AND related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management) OR Bachelor's Degree in Business, Engineering, Technology, or related field AND related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, technology solutions, change management) OR equivalent experience.
- Proven experience in customer success, account management, project management or healthcare technology implementation.
- Strong understanding of EHR systems and clinical workflows.
- Excellent communication, facilitation, and stakeholder management skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Familiarity with Microsoft tools including MSX, Teams, and SharePoint.
- Strong interpersonal and relationship management skills and the ability to influence customer opinions and behaviours
- Ability to lead cross functional business and technical teams to provide quick and timely issue resolution
- Strong analytical, organization and time management skills
- Excellent communications skills, both written and verbal
- Passion for customer service
- Strong problem-solving skills
- German speaking
- Fluent in english, knowledge of French is an asset.
Preferred Qualifications:
- Experience with Copilot or similar ambient voice technologies.
- Knowledge of German healthcare and hospital systems.
- Background in clinical informatics or digital health transformation.
- Track record of success in account management.
Responsibilities
Key Responsibilities:
Implementation & Onboarding
- Lead customer onboarding and facilitate integration of Dragon Copilot into clinical workflows, particularly within EHR environments.
- Collaborate with Implementation Engineers, and Consultants to ensure smooth deployment and testing.
- Support clinicians and administrators in understanding the product’s capabilities and tailoring it to their needs.
- Proficiency with all associated products and services utilized within the customer environment.
Customer Success Planning
- Develop and maintain strategic customer success plans that define the current state, potential opportunity, milestones and identify key stakeholders across the customer.
- Conduct Quarterly Business Reviews and Monthly Utilization Meetings to assess performance and outcomes.
- Support change management initiatives and influence strategies to drive behavioural adoption.
Feedback & Advocacy
- Capture and consolidate customer feedback using structured forms and reporting tools.
- Advocate for customer needs internally, contributing to product enhancements and roadmap discussions.
Cross-Team Collaboration
- Act as a liaison between customers and internal stakeholders including Sales, Product, Engineering, and Partner Enablement teams to map opportunity along with specific technical environments, workflows and business priorities for each customer.
- Participate in international launch planning, localization efforts, and compliance alignment.