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.

Are you a customer-obsessed, AI-curious problem-solver who thrives in an inclusive, collaborative global team? The Azure CXP team’s mission is to transform Microsoft Cloud customers into fans. Through our deep engineering engagements with customers and teams across Microsoft, we analyze and amplify customer needs and drive the vision to improve Cloud quality, security, reliability & supportability. Our culture of growth mindset and empowerment are central to who we are and how we work.

We’re on a mission to make support experiences frictionless – by making it easy for customers to receive the support they need, when and how they need it throughout their Azure development lifecycle. Azure Engineering Direct (AED), pioneers transformational support to expedite Azure adoption and value realization. Our Advanced Cloud Engineers (ACEs) walk with our AED customers on their Azure journey so we meet them where they are and help them the way they want to be helped. Ensuring the success of our ACEs is critical to AED. With over 200+ (and growing) ACEs across 3 continents, they are what makes AED a success & ensures that our customer’s Azure journey is frictionless. Thanks to the support our ACEs provide - AED has grown very rapidly these last 18 months. They have overseen exponential growth of AED customers Azure Consumed Revenue (ACR) & we’re only just getting started.

The AED Delivery Excellence Senior PM owns driving the successful adoption of the AED end to end support journey by our ACEs. As the PM responsible for ACE Success, you will ensure that they are able to walk with their customers through the entire AED lifecycle, overseeing pre-sales and onboarding, ensuring the successful adoption of processes & tools, and ultimately ensuring that our customers are driving toward ever-increasing Azure adoption with ease. You will not only enable efficiency in AED operations but also bring visibility to how ACEs deliver support, manage changes, communications. Your ability to partner with stakeholders to identify and define success measure and ensuring compliance to the AED customer experience journey is important; caring deeply about the lived experiences of our ACEs – and ultimately our Azure customers is critical.

The ideal candidate for this role should have 7+ years of experience driving operational excellence for a service-based product. You have excellent project management skills yet can think big, and be hands on to lead end to end process execution. You will cultivate collaborative relationships with our support delivery managers and other stakeholders to meet shared goals. You are comfortable in the details and will roll up your sleeves to help make our ACEs successful in providing world class support to Azure’s largest customers experience at a cloud provider is a plus.

This role is flexible in that you can work up to 100% 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

In this role, you will own and drive the success of a cohort of AED customers in partnership with ACE delivery managers to enable their ACEs to provide world class support for these customers. Key responsibilities include:

•Drive successful adoption of the AED end to end customer experience, overseeing pre-sales and onboarding of our customers onto our AED support offer. Ensure ACE compliance to standardized processes and tools to drive high quality ACE engagements with their AED customers.

•Proactively collaborate with ACE delivery leadership to create and manage KPIs for your cohort of AED customers to track and analyze their experience. Design and maintain reports to identify areas for improvement.

•Create documentation such as policies, procedures, workflows and user guides

•Enable ACE success by

-Driving strategic reviews, targeted 1:1 support and incentives.

-Drive adoption and compliance to the AED capabilities for their customers

-Bring visibility to how ACEs deliver support, manage change and communications

-Identify and bridge communication gaps between internal teams and external partners to proactively mitigate risks that could impact ACE delivery operations. This includes collaborating with partners to document and effectively escalate processes, fostering a collaborative environment that optimizes fleet performance.

o Developing + maintain training materials for your cohort of ACEs

•Build and maintain relationships with stakeholders, including engineering, cross org leaders across support delivery organizations, field organizations, and more.

•Leading special projects aimed at improving operational efficiency as well as driving improvements to Azure services as well as AED capabilities

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.

You are a great fit if you:

• Lead with a strong internal and external customer focus.

• Thrive on managing multiple priorities simultaneously, have a bias for action

• Are able to interface at all levels of the organization.

• Have experience driving operational excellence for a service based product that has undergone rapid growth, and has evolving customer needs,

• Consistently striving to learn new skills and technologies in a fast-paced environment and can adapt quickly and willingness to fail fast and iterate.

• Self-starter with the aptitude to learn & walk in the shoes of our customers.

• Self-motivated, confident working at a senior level.

• Effective communication skills with the ability to build partnerships

• Lead with diplomacy.

• Great at storytelling through data and reports

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Bachelor’s Degree and 7+ years experience in product/service/project/program management or software development

o OR equivalent experience.

• Background in driving operational excellence for a service

• Have strong data and analytical skills set

• Excellent communication, presentation, and project management skills with the with the ability to articulate progress, status to leadership and as well as across the org diverse stakeholders

• Proven combination of demonstrated business acumen, deep technical knowledge, and excellent communication and storytelling skills that have allowed you to solve difficult problems and drive clarity for stakeholders in ambiguous settings.

• Proven experience working with senior leadership and providing updates on customer

Additional or Preferred Qualifications

• Bachelor's Degree AND 10+ years experience in product/service/project/program management or software development

o OR equivalent experience

• Proficient in using Agile tools and methodologies and solid product management mindset and 3+ years experience working with Azure or other cloud platforms and services.

• Track record of establishing goals and exceeding them, including taking responsibility and holding others accountable for actions, decisions, and goals.

• Passion and experience in solving complex and ambiguous problems.

• Familiarity in the Technical Support industry and Technical Support-related KPIs.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

The typical base pay range for this role across the U.S. is USD $XXXXXX-XXXXXX per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $XXXXXX-XXXXXX per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

#AZCXP #AZCXPACE #ACES500 #AZCXPACES, #AzureCXP

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) .