Customer Success Manager - Customer Experience

isolutions seeks a Senior Customer Success Manager in Zürich to drive digital transformation and CRM evolution within the Microsoft ecosystem, fostering long-term client partnerships.

This position centers on guiding clients through the digitization of their operational workflows while cultivating enduring professional relationships that generate lasting business value. The incumbent will act as a strategic advisor, helping organizations integrate modern Microsoft technologies into their daily operations to enhance efficiency and customer experience.

Responsibilities

• Guide clients through the continuous improvement of their Customer Experience and CRM platforms.
• Spot opportunities to enhance digital processes across sales, marketing, and service departments.
• Evaluate incoming needs, align priorities with key stakeholders, and create strategic implementation roadmaps.
• Manage project quality, schedules, and financial constraints for enhancement initiatives.
• Liaise between internal teams, including consultants, developers, and architects, to execute requirements.
• Maintain system stability and oversee the efficient handling of incidents and changes.
• Recommend and facilitate the adoption of emerging Microsoft tools and Copilot capabilities.
• Share proven solutions and components from other client engagements to drive innovation.
• Report on project status, mitigate risks, and verify that intended business outcomes are met.
• Develop trusted advisor relationships with key clients to ensure sustained success.
• Collaborate closely with internal Customer Experience teams to align efforts.

Requirements

• A university degree or equivalent qualification in Business Information Systems, Business Administration, or a related discipline.
• Proven track record of leading IT projects, with a preference for experience in CRM or Customer Experience sectors.
• Hands-on familiarity with the Microsoft ecosystem, specifically Dynamics 365, Power Platform, Copilot, or similar CRM solutions.
• Demonstrated ability to manage complex stakeholder relationships and work directly with clients.
• Exceptional verbal communication and negotiation abilities.
• A structured, solution-focused approach to problem-solving coupled with a strong sense of accountability.
• Fluency in Swiss German and a high level of proficiency in English.
• Readiness to travel within the German-speaking parts of Switzerland as needed.

What the company offers

• Join a collaborative environment where team members actively share knowledge and support each other to achieve shared goals.

About the company

isolutions fosters a workplace culture defined by the 'isolutions Experience,' which places a strong emphasis on open collaboration and the free exchange of expertise among employees.

• A culture built on mutual support and collective achievement.
• An environment that prioritizes open knowledge sharing and teamwork.