Position Summary: We are seeking a highly motivated and customer-centric Customer Success Manager (CSM) with deep experience in Microsoft Dynamics 365 and SAP ERP solutions. The CSM will be responsible for driving adoption, satisfaction, retention, and expansion across a portfolio of strategic ERP customers. This role bridges sales, support, consulting, and renewals to ensure customers achieve their business goals with our ERP offerings.
Key Responsibilities:
- Guide new ERP customers through onboarding, ensuring smooth implementation and alignment with business objectives.
- Develop deep relationships with key stakeholders, including IT, finance, operations, and executive teams.
- Drive user adoption and ERP utilization across Microsoft Dynamics 365 and SAP environments.
- Monitor customer health using KPIs and proactively identify risks or expansion opportunities.
- Collaborate with ERP Sales and Partner teams to identify upsell/cross-sell opportunities.
- Support renewals and work closely with licensing and services teams to optimize account value.
- Partner with solution architects, SAP Basis admins, and Microsoft Dynamics consultants to troubleshoot issues or recommend upgrades/customizations.
- Act as the voice of the customer to product and engineering teams.
- Facilitate executive business reviews (EBRs) and strategic planning sessions.
- Encourage customer participation in case studies, reference programs, or industry events.
Required Qualifications:
- 5+ years of experience in customer success, account management, or ERP solution consulting.
- Hands-on experience or strong familiarity with Microsoft Dynamics 365 (F&O, Business Central) and/or SAP B1.
- Proven success managing mid-market to enterprise ERP accounts.
- Strong understanding of cloud ERP deployment models, licensing, and lifecycle management.
- Exceptional communication and stakeholder management skills.
Preferred Qualifications:
- Experience working with systems integrators (SIs), VARs, and Microsoft/SAP partner ecosystems.
- Project management experience (Agile or PMP a plus).
Job Type: Full Time
Job Location: Ahmedabad