The Technical CSM (TCSM) role is focused on technical and architectural excellence to help our customers and partners accelerate time to value and achieve their business outcomes. This is a customer facing role that will work with our enterprise State and Local Government customers to provide technical and strategic guidance on implementation, workload roadmap, and migrations. In addition, the TCSM will work directly with partners to provide technical guidance on Power Platform deployments and expansion.  This role will work with our most strategic and largest State and Local Government customers to ensure they are successful in realizing value from the investments they have made in Dynamics Customer Engagement and Power Platform.   As a result, the role will focus on driving active usage as a post-sales measurement of success.  

The role will be required to balance deep functional expertise and business value acumen, while maintaining a level of technical depth to provide the best possible post sales experience for our customers.   

The TCSM will educate customers at a technical level, demonstrating and proving our solutions to address customer business challenges to drive active usage and engagement. 

Responsibilities

Create value for customers by ensuring they clearly define business outcomes and then build a "success plan" with the appropriately identified objectives, stakeholders, milestones, risks and metrics needed to achieve them.

Be accountable to drive high usage of Dynamics and Power Platform within customers by driving the creation and execution of a thorough and action-oriented adoption plan.

Leverage deep functional expertise to increase the customer’s usage of existing workloads.  Provide technical guidance for solutions and escalate to remove technical blockers.

Proactively identify new workloads and expansion opportunities in each account to drive value both for the customer and for Microsoft.

Build, maintain and leverage strong relationships with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) within each customer to influence solution adoption, create strong support for new opportunities and to secure their willingness to advocate on Dynamics’ and Microsoft’s behalf.

Build/maintain rapid channel of communication to customers in case of online service-related issues and events

Orchestrate and gain strong buy-in with multiple external (e.g. customer’s Partner) and internal Microsoft sales and services teams and be highly connected to Microsoft SMEs throughout the customer’s implementation lifecycle.

Qualifications

The ideal candidate will have experience in customer-facing roles and success in leading in-depth technical and functional discussions with senior customer executives, Application Owners, Enterprise Architects, IT Management, and Developers to drive Dynamics 365 Customer Engagement and Power Platform workloads. 

5+ years of experience in technical consulting and/or solution architecture and implementation on Microsoft Business Applications (Customer Engagement / Power Platform). 

3+ years of experience in systems development, and software support or IT consulting or equivalent industry experience with Microsoft products 

Knowledge and technical proficiency in adjacent technologies including the following: Office 365, Power BI, PowerApps, Microsoft Azure, Azure Logic Apps, Flow, SQL, AD, etc. (certifications a plus) 

Experience with managing senior stakeholders.  Previous Public Sector consulting experience is a plus. 

Understand the business transformation, and how Microsoft Business Application solutions can enable innovation from a solution architecture and technical implementation perspective 

Proven ability to map the customer’s business process and needs to product capability and solution areas. 

Ability to Influence key executives and stakeholders across the organization, not limited to Industry, engineering, product, partner and services teams 

Creative problem solver with the ability to align various stakeholders on common goal for customers 

Ability to identify key insights by industry and leverage those to impact the way Microsoft works, enables the field, and goes to market. 

Presentation and demonstration skills with a high degree of comfort with both large and small audiences (Senior Executives, IT management, etc.) 

Client-facing solutions delivery experience is highly preferred 

  

Education 

Bachelor’s degree in computer science, information technology, or related field preferred 

Functional Associate or Expert-Level Certification in one or more Microsoft Business Application technologies, including Dynamics 365 Customer Engagement and Power Platform preferred: 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.