Power BI is an innovative team within Microsoft whose goal is to quickly transform business intelligence with a beautiful and engaging SaaS offering. Analyzing terabytes in seconds, extracting business insights and consuming them through rich visualization to enable 100s of millions of people around the world to realize their potential is what we do.

We’re looking for someone who has deep hands-on technical experience with data estate implementation & understands what senior business decision makers in our customer organizations are looking for as they invest in BI solutions. This should help us win lighthouse deals that pull in not just Power BI, but other elements of the Microsoft BI and data stack. This engagement will also help us work closely with key partners and help them skill up during the process.

Responsibilities

• Identifies and utilizes engineering tools, customer telemetry and/or direct customer input to flag the patterns of defects/signals in the products or products misuse, or issues across customers. Tracks customer incidents and engages with challenging and/or strategic customers and partners to understand the issue, inform them about the active cases, and communicate progress and next steps to customers. Contributes to or investigates and troubleshoots the issues using diagnostics. Ensures issues/incidents reported by customers are moving through the system.
• Gathers and synthesizes feedback from challenging and/or strategic customers and partners with broader context (e.g., industry and regulatory needs/standards) to learn ways in which customers and partners use the product and identify feature and knowledge gaps, misconfigurations, metrics, and key performance indicators (KPIs) in the current product. Collaborates with partners and stakeholders to discuss product strategy and product roadmaps by understanding customer scenarios. Helps implement automation of complex solutions and new feature/tools to improve products. Consistently shares insights and best practices with customers and internal partners on these product improvements. Identifies and recommends changes to content improvement or troubleshooting guides.
• Recommends and helps develops training/readiness modules (e.g., mentoring, leading triages, content creation, brown bag sessions, blogs, quality assurance checks). Recommends solutions for closing skill gaps on readiness needs. Acts as a mentor, shares knowledge, and contributes to the content and readiness strategy for the discipline.
• Handles complex escalations on customer issues from the support or field teams. Escalates specific customer issues to appropriate teams, seniors or managers within the team, if more assistance is needed. Conducts impact analysis to determine the priority of the escalations. Conducts root-cause analysis of the issues and convert issues to improvement opportunities. Communicates progress and keeps stakeholders aligned with respect to escalations. Serves as an escalation resource in areas of subject matter expertise. Represents team on highly complex issues and answers a large variety of technical questions and concerns.
• Acts as a voice of customers (VOCs) to directionally inform relevant product and business groups on customers product experience and usage. Helps relevant product and business groups to identify upscale and new customer opportunities. Leverages customers' feedback to provide input on business plans developed by the product and business groups. Identifies customer usage patterns and shares insights on reoccurring customer issues with relevant product and business groups. Engages with feature and product groups on redesign/customer requested changes for Microsoft products. Closes the loop of feedback with the customers on product features.

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development
OR equivalent experience.
2+ years of customer facing experience
2+ years management experience
Very strong skills in DAX, Power Query/M, Power BI dataset and report design, SQL

Additional or Preferred Qualifications

Master's Degree in Engineering, or related field AND 6+ years of software industry experience related to technology
OR Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years of software industry experience related to technology
OR equivalent experience.

 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. 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.