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 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, and organizational goals.
Responsibilities
- 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.
- Develop and maintain strategic customer success plans that define the current state, potential opportunity, milestones and identify key stakeholders across the customer.
- Monitor adoption metrics and usage trends, and proactively address barriers to success.
- Conduct Quarterly Business Reviews and Monthly Utilization Meetings to assess performance and outcomes.
- Support change management initiatives and influence strategies to drive behavioural adoption.
- Capture and consolidate customer feedback using structured forms and reporting tools.
- Advocate for customer needs internally, contributing to product enhancements and roadmap discussions.
- Share success stories and lessons learned to promote adoption across regions.
- Maintain positive customer references and referrals.
- 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 (e.g., NHS England guidance).
- Coordinate with regional teams to ensure consistent messaging and support across markets.
Qualifications
Required Qualifications:
- Master's Degree in Business, Engineering, Technology, or related field AND 1+ year(s) 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 2+ years 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
- English speaking, knowledge of French or German is an asset.
Preferred Qualifications
- Experience with Copilot or similar ambient voice technologies.
- Knowledge of NHS England compliance frameworks and UK healthcare systems.
- Background in clinical informatics or digital health transformation.
- Track record of success in account management.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
