NOC- Customer Success Manager

[PaulAbhik23121989]

To all the group members and experts,

I am having difficulties in finding the right NOC code based on my job responsibilities. I know that the NOC code is totally based on duties and responsibilities and not the job title. If someone can come up with any suggestions on which NOC Code should be applicable based on my responsibilities below, that be appreciated:

Microsoft/Office 365

Customer Support Process:

• Supported Microsoft 365 and Office 365 Cloud Services includes Office 365 applications, Office 365 Tenants including security & compliance policies and, Microsoft Azure.
• Managed Customer Onboarding after the migration into the Converge CSP (Cloud Service Provider) programme.

Virtual Collaboration:

• Collaborated with Customer Stakeholders (including IT Managers, CEO, Project Managers or contacts at the Company) and internal Sales team to provide support.
• Managed recurring virtual meetings with all my customers/clients in order to maintain a close relationship and to provide frequent updates on Microsoft support and any pending projects or issues.

Project Coordination/Management:

• Managed a life cycle of small projects and migrations between the customers and the internal senior IT staffs or engineers.
• Identified and presented potential opportunity out from the virtual meetings that would upsell various Microsoft/Office products resulted in PSR (Pre-sales request) opportunity which turns out to SOW (Statement of Work). This would result in engaging Converges Senior IT engineer who assigns engineer to engage on these projects. I worked with both the engineer and the customer, making sure that all the requirements are met and the project is completed to the customer’s satisfaction.
• Building confidence and trust with the customers using project management methodologies and deliverables such as client-facing reports, usage reports, monthly status virtual meetings and expense summary.
  

Billable Project Experience:

• Logged billable hours on small and medium sized email migration projects.
• Project tasks includes: Office 365 Support to executive level stakeholders, remote Office 365 support, assisting engineers with technical migration tasks, documenting tasks and completion of projects outputs.
• Worked with engineers on resolving security (Microsoft Exchange) for the customers.

Expanded Duties:

• Tenant creation for the customers.
• Microsoft 365/Office 365 Backups (Skykick management and Avepoint) for SharePoint, Teams, Exchange and OneDrive.
• Microsoft 365/Office 365 licensing to customers and for smaller email migration projects.
• Microsoft 365/Office 365 Helpdesk supports: Ticketing system (Autotask and Cherwell) for issues raised by the customers or clients resulting in tracking of tickets, working hours for that ticket, engaging internal IT engineers to work on the tickets which would turn into a project, updating of tickets.
• Managed license migration for the onboarding projects when email migrations were not previously required.
• Supported client remotely following the completion of onboarding project
• Performed communication across the multiple CSP vendors, Microsoft and the key stakeholders of the client
• Continued to support enterprise sales while supporting large and medium size client onboarding
• Worked on Work-spot virtual machine application for customer for assigning virtual machines, repurposing virtual machines to the users for the stakeholder’s company.
• Managed day to day operations, processes and internal documentation, goal setting and growth CSP Team.

CISCO

• Introduced as a CSM to the customers after the onboarding
• Managed quarterly success review for building strong relationship ensuring every customer interaction adds value
• Created Success Plan for the customer which would drive adoption through business outcomes by actively monitoring it and overcoming the barriers that the customer would face
• Created Health Index score for the customer to review and monitor on how they are utilizing products, where they at and what recommendations can be provided
• Worked with internal sales team in finding out opportunity during the review meeting on upselling of the product

Note: My job responsibilities is mix and match of everything and that's the reason I'm finding it difficult for the NOC Code.

Any help or suggestions would be appreciated.
Thank you!!