Senior Customer Success Manager

Job Description

Company Description

MicroStrategy transforms organizations into intelligent enterprises through data-driven innovation. We match smart people to dynamic projects and technologies that truly challenge their talents. Curious and creative in outlook, our success is built on the talent and energy of smart and driven people. MicroStrategy (Nasdaq: MSTR) is a worldwide leader in enterprise analytics and mobility software. A pioneer in the BI and analytics space, MicroStrategy delivers innovative software that empowers people to make better decisions and transform the way they do business. We provide our enterprise customers with world-class software and expert services so they can deploy unique intelligence applications.

Job Description

Senior Customer Success Manager

• Tysons Corner, VIRGINIA
• Full-time

Company Description

MicroStrategy (Nasdaq: MSTR) is the largest independent publicly-traded analytics and business intelligence company. The MicroStrategy analytics platform is consistently rated as the best in enterprise analytics and is used by many of the world’s most admired brands in the Fortune Global 500. We pursue two corporate strategies: (1) grow our enterprise analytics software business to promote our vision of Intelligence Everywhere and (2) acquire and hold bitcoin, which we view as a dependable store of value supported by a robust, public, open-source architecture untethered to sovereign monetary policy.

Job Description

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 functionally 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

• 3+ 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
• Able to support MicroStrategy customers during their working hours

Additional information

MicroStrategy is an equal employment and affirmative action employer F/M/Disability/Vet.
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.

Additional Information

MicroStrategy is an Equal Employment and Affirmative Action employer F/M/Disability/Vet/Sexual Orientation/Gender Identity. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex age, genetic information, or any other legally-protected basis.
MicroStrategy is an Equal Employment /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.

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