Experience Inc. Jobs

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams. Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.

The Technical Pre-sales and Deployment team, is an essential component of Microsoft''s partner network. Our team plays a pivotal role in understanding customer needs and delivering technical expertise during the sales process. By leveraging deep knowledge of Microsoft technologies and solutions, we enable partners to design and propose tailored solutions that align with customer requirements. Furthermore, the team actively supports partners throughout the deployment phase, ensuring smooth implementation and customer satisfaction. Ultimately, this collaboration empowers partners to deliver successful projects and maximize the value of Microsoft products and services for their customers.

This role is flexible in that you can work up to 50% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

People Management

• Managers deliver success through empowerment and accountability by modeling, coaching, and caring.

• Model - Live our culture; Embody our values; Practice our leadership principles.

• Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn.

• Care - Attract and retain great people; Know each individual’s capabilities and aspirations; Invest in the growth of others.

Customer Experience

•Proactively reviews partner feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience. Identifies trends and insights to determine best practices to develop, foster a partner-first culture, deliver positive customer experiences, and share those experiences with the team.

Consultations

• Ensures team members use appropriate strategies to meet customer/partner requirements and constraints.

•Guides team members to position services with partners to drive awareness of what is available and how it fits their needs.

•Drives and leads planning and prioritization methods that align with Microsoft’s commitments to partners and are used across Microsoft''s functional teams and customers/partners.

• Ensures that area team members understand customer/partner strategies and value propositions and coaches their team on representing the value proposition to partners.

Operational Excellence

• Monitors the recording of labor records for timeliness and accuracy.

• Monitors and coaches Partner Technical Consultants (PTCs) on proper logging of case status, recording of labor and activities on valid solutions, and timely engagement and follow up with partners. May perform case reviews and make recommendations to process efficiencies.

• Helps support Partner Technical Consultants (PTCs) to identify and obtain technical and professional skills and ensures that skill profiles are accurate and up-to-date. Ensures that technical and professional skills align with career development plan.

• Ensures that the delivery team is operating within defined budget (e.g., staffing, discretionary cost). Ensures proper staffing based on forecasting of business needs and budget.

Technical Expertise

• Ensures that the team has the necessary technical and professional skills within the solution area to deliver consultations and Webinars.

• Ensures that Partner Technical Consultants (PTCs) are maintaining up-to-date knowledge in intellectual property (IP). Ensures the appropriate balance of IP developments and delivery to partners.

• Ensures Partner Technical Consultants (PTCs) are accredited in all areas they deliver Webinars or one-on-one consultations. Reviews skill profiles to ensure sufficient coverage of intellectual property (IP).

Internal Collaboration

• Engages with pre-identified field/subsidiary stakeholders to discuss opportunities and/or requirements of regional subsidiaries across solution areas. Collaborates with Service Account Managers (SAMs) to identify appropriate solutions for partners.

• Collaborates with the local One Commercial Partner (OCP) team to develop strategies on how to optimize the organization to meet partners'' needs.

Other

• Embody our culture and values

Qualifications

Qualifications

Required/Minimum Qualifications

• 5+ years experience in the services and support industry

o OR managing pre-sales, technical support, or technical consulting teams

o OR Bachelor's Degree in Computer Science, Information Technology, Business Administration, or related field AND 3+ years experience in the services and support industry.

• 2+ years experience with relevant technologies (e.g., cloud, infrastructure, Microsoft platform).

Additional or Preferred Qualifications

• 8+ years technical pre-sales, technical support, technical consulting experience, service, or support experience

o OR Bachelor's Degree in Computer Science, Information Technology, Business Administration, or related field AND 5+ years experience in the services and support industry

o OR equivalent experience.

• 3+ years experience with relevant technologies (e.g., cloud, infrastructure, Microsoft platform).

• 3+ years people-management experience.

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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .