Erica Bayer

About Erica Bayer

Former Customer Success Account Manager at Microsoft with over six years of experience in…

Experience

1. Customer Success Account Manager

   Microsoft

   Sep 2019 — Present · Las Colinas, TX, US

   Customer Relationship Management:Learns customer engagement role and develops foundational relationships with key customer stakeholders (e.g, Information Technology Directors, Chief Technical Office [CTO], Chief Innovation Officer [CIO]) and technical professionals to enable quality solution delivery and health using partnership with other account team leaders (e.g, Account Executive, Account Technology Strategist) and with guidance from senior colleagues. Expands and ensures customer and partner relationships beyond the current support contract owners with a focus on the leading definition of business outcomes and how to align consumption strategy to customer priorities.Gathers information on the business and Information Technology objectives for customer organizations, identifies customer needs, and creates a shared plan to supports outcomes that are specific to the customer and common to the industry using partnerships with other account team leaders. Captures and anticipates new customer needs and outcomes identified during the delivery of support programs, success engagements, and other projects. Ensures the customer is current on technology and ready to move to cloud, enabling cloud adoption and optimizing cloud solutions to manage change and continue to grow in the cloud across all solution areas.Account PlanningDrives conversations with customers that present the strategic alignment between the customer objectives and support contract to set a long-term strategy for consumption aligned to those priorities. Develops a program, identifies executive sponsors for a contract, and prioritizes engagements to address strategic outcomes and drive customer success. Challenges the customer, collaboration with other account team leaders, by driving the case for change to drive solution and operational health. Presents the strategic business and technical need for change.Onboarding Buddy program mentor for new CSAM hires

Education

• Palm Beach Atlantic University

  Bachelor of Science (BS), Computer and Information Sciences and Support Services

  1995 — 1999

Skills

• Managed Services
• Negotiation
• IT Strategy
• Software Industry
• Telecommunications
• Pre-Sales
• Strategy
• Program Management
• Competitive Analysis
• Selling
• Sales
• Disaster Recovery
• Service Delivery
• Sales Operations
• Professional Services
• Technical Support
• Business Analysis
• Team Leadership
• Lead Generation
• Vendor Management
• Sales Process
• Management
• IT Management
• Business Continuity
• Cloud Computing
• Channel Partners
• Data Center
• Solution Selling
• IT Service Management
• Account Management
• Outsourcing
• Direct Sales
• Storage
• Business Alliances
• Business Intelligence
• Customer Satisfaction
• New Business Development
• Security
• Enterprise Software
• Sales Management