Customer Success Manager / OCM Consultant

Job Type : Direct-Hire / FTE

Location : Alameda, CA

Job Description :

• Develop OCM strategy – Proficient in following change management activities, develop Roadmap & Change Management Planning/Strategy, Execution & Change Management and Continuous Improvement & Training
• Technology Expertise – Be a subject matter expert in M365 & Copilot related technologies including Microsoft suite of products like Teams, SharePoint & OneDrive
• Lead delivery teams – Lead OCM delivery teams and manage customer meetings across different regions
• Provide OCM solution architecture – Create and deploy OCM solution architecture for enterprise customers
• Drive technology adoption – Ensure successful adoption of new technologies by various user groups and regions through managing diverse group and training each according to company standards along with help users in troubleshooting of technology concerns/issues
• Quick Learner – The ability to learn quickly and easily grasp new software solutions as per business demand including the relevant solutions for technology adoption
• Manage change – Focus on the human element of the technology transformation, addressing how to best help employees adapt and leverage the new tools
• Improve business outcomes – Provide recommendations to help customers achieve goals, such as improving sales or success rates
  Minimum of 10 years of overall experience and 5+ years of experience as Customer Success Manager or Organizational Change Manager (OCM)
• 5+ years of experience in M365 technology landscape including SharePoint, OneDrive & Teams
• 3+ years of experience in Copilot & related technologies and helping users towards adoption of the same
• 3+ years of experience as providing first hand support to users queries/concerns with quick turnaround time
• Bachelor’s Degree or higher in Information Systems, Computer Science, or equivalent experience.
• Ability to lead, motivate others and to work well in a team environment
• Excellent analytical, multitasking, and organizational skills