Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

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.

Responsibilities

Customer Impact– 40%

• Participates in proactive delivery, spots performance issues, analyzes problems, develops solutions to meet customer needs (including skilling needs), represents them.
• Engages in strategic service delivery planning, in partnership with the account team, to strengthen targeted customer relationships and support accurate customer contactability for surveys.
• Gathers customer impressions of products and services and integrates this feedback into decision making and service delivery planning.
• Seeks information about the underlying needs of customers and recommends service delivery to meet those needs.
• Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.
• Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.
• Provides the most effective method of service delivery by analyzing trends and common themes across customers.
• Builds plans that consider potential obstacles and immediate and long-term consequences.
• Demonstrates expertise in a specific solution, or several products, feature functions, or services.
• Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.

Business Impact - 40%

• Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.
• Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Customer Success business priorities and stakeholder management principles.
• Prioritizes Managed IP/Community IP re-use where appropriate to accelerate customer outcomes
• Contributes to IP creation and updates by identifying gaps through delivery
• Participates in relevant communities to share expertise and learn from others

Individual Impact -  20%

• Consistently applies “lessons learned”, model personal accountability & teamwork.
• Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.
• Understands the portfolio of Support offerings and contribute & participate in customer and internal meetings to articulate value.
• Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.
• Demonstrates Self Learner mindset through alignment of individual skilling to team/area demands and continuous upskilling to align to Customer Success goals
• Ensures delivery meets/exceeds all operational excellence guidelines and best practices

Qualifications

Required Qualifications:

• At least 10 years of experience working with customers in of the following: providing technical readiness and training, delivery of support services, solutions development, account management, technical requirements gathering.
• At least 8 years of hands-on technical experience developing and supporting D&AI technologies
• Enterprise-scale deep technical support experience of on-premises, cloud, and hybrid infrastructure, and related architecture designs including scalability, security and resilience, database migrations / optimizations, and cloud technology management of at least 3 of the following areas preferred:
• Database administration and development (required experience with Microsoft SQL Server on-prem and Cloud, including Azure Cloud Database solutions such as Azure SQL DB, SQL MI, Elastic pool, Hyperscale, Serverless) – SQL migration/modernization, performance tuning, troubleshooting, high availability  disaster recovery, in-Memory, security of critical environments.
• Business intelligence and modern data warehouse – combining knowledge of Microsoft BI platform (SSIS/SSAS/SSRS),  Power BI and Azure Synapse Analytics (formerly Azure SQL DW) technologies with a deep understanding of data structure / data models to design, develop, and tune BI solutions and reports.
• Advanced data analytics – designing and building solutions using technologies such as Azure Synapse Analytics, Azure Databricks, Azure HD Insights, Azure Data Factory, Azure Data Lake Storage, Azure Stream Analytics, Machine Learning (Azure ML Services / ML Flow), R server and Python.
• Big Data implementation – using both Microsoft and Open Source Non-SQL technologies such as Databricks, Spark, Spark Streaming, Kafka, Storm, Zeppelin, Scala Software development, Hadoop Hive, Hadoop Map Reduce, Hadoop Clusters, CosmosDB PostgreSQL, MySQL, Maria, Mongo and Python

Other Qualifications:

• Ability to work independently and collaboratively working in a fast-paced environment where technology and customers' requirements can change regularly
• Demonstrated aptitude for providing extraordinary customer service, influence, and impact while problem solving and building Customer & Partner relationships.
• Possess a passion for continuous learning, strong problem-solving skills, critical thinking and good judgement
• Ability to apply product & technology knowledge to improve Microsoft products and the customer experience
• Solid understanding of client/server, networking, and Internet technologies fundamentals.
• Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiences
• Must have the ability to take on internal initiatives to create services opportunities, and work in a fast-paced environment while balancing multiple demands, addressing shifting priorities, and maintaining focus
• Overnight travel may be required. Travel requirements vary regionally. Expect approximately 30%+ travel, including international, when safe to do so.
• Location: Candidate can be located near any major city in India.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.  We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.