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.

The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

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

Customer Centricity

• Acts as the voice of the customer (VOC)/partner by driving new feedback, insights, and resources across internal teams to add and prioritize. Represents the customer/partner to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Advocates for the customer/partner at all opportunities and shares customer success stories with the wider internal team.

• Develops and expands existing impactful relationships with customer and partner architects and technical specialists, technical decision makers (TDMs), and business stakeholders.

• Guides other team members to focus on customer/partner experience through efficient delivery and ensuring a seamless and connected customer experience. Supports definition of customer/partner conditions of success. Anticipates customer/partner dissatisfaction and unmet needs and executes strategies to improve experience, value realization, and acceleration of customer transformation.

• Actively listens and respectfully challenges customers/partners when going in the wrong direction, presents insights and alternatives, and acts appropriately.

Business Impact

• Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Adapts methodology and applies governance to identify, communicate, and minimize business and technical risks. Adheres to quality assurance standards and calculates risks while ensuring excellence in the design and/or delivery of solutions. Leverages standard tools to ensure accurate opportunity and milestone execution and pipeline hygiene.

• Applies broad business and technical knowledge across various architecture or other Microsoft solutions to meet business and information technology (IT) requirements and resolve identified technical constraints. Shapes and enhances customers'''' requirements.

• Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.

• Consults and provides thought leadership for technical solution design, development, and deployment and supports the customer/partner throughout implementation to achieve value outcomes and Microsoft''''s Customer Promise.

Business Value Realization

• Being customer facing with a direct impact on making our customers successful with Dynamics Customer

Engagement and Power Platform

• Driving the advancement of product usage in our largest and most strategic customers.

• Solving critical gaps in post-sales technical engagement and orchestration.

• Supporting continuous innovation agenda with technical decision makers aligned to Business Applications release waves and roadmap.

• Creating and evangelizing implementation success best practices to enable adoption at scale via partners and community leadership.

• Proactively engaging customers with slow, stalled, or decelerating usage growth to prevent customer churn.

• Orchestrating internal and external technical resources to ensure strong CPE.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Language: English proficiency (required); Mandarin

• Dynamics 365 Customer Engagement Expertise: At least 5 years of experience with Dynamics 365 Customer Engagement is crucial. This includes configuration, customization, and the ability to design solutions using the platform.

• At least 2 years of experience in tuning, and troubleshooting Power Platform (Power Automate, Power Apps, Power Virtual Agent) with Dynamics 365 and Dataverse

• At least 5 years experience with cloud and hybrid/on-premises infrastructures, architecture designs, migrations, industry standards, and/or technology management.

• Deep technical acumen combined with a curiosity to continue learning.

• Excitement for modern engineering tools and practices

• Certifications: Functional Associate or Expert-Level Certification in one or more Microsoft Business Application technologies, including Dynamics 365 Customer Engagement and Power Platform preferred.

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 6+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies

o OR Master's Degree in Computer Science, Information Technology, Engineering, or related field AND 4+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies

o OR equivalent experience.

Additional or Preferred Qualifications

• Language: Japanese proficiency

• Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field AND 10+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies

o OR Master's Degree in Computer Science, Information Technology, Engineering, or related field AND 8+ years experience in technology solutions, practice development, architecture, consulting, and/or cloud/infrastructure technologies

o OR equivalent experience.

• Experience working in a customer-facing role.

• Understanding of the business transformation, and how Microsoft Business Application solutions can enable innovation from a solution architecture and technical implementation perspective.

• Knowledge of Success by Design methodology.

• Knowledge of and experience with Change Management methodologies.

• Experience with orchestrating project progress by engaging with senior stakeholders.

• Proven ability to map the customer’s business process and needs to product capability and solution areas.

• Ability to Influence key executives and stakeholders across the organization, not limited to Industry, engineering, product, partner and services teams.

• Presentation and demonstration skills with a high degree of comfort with both large and small audiences (Senior Executives, IT management, etc.).

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) .