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

Partner with team and support planning to define operational commitments and goals for both MS and Partners 

Act as a single point of contact between MS and Partners to drive: 

•Create reporting to build a holistic picture of each partnership’s status. 

• Deliver and communicate to stakeholders about status, repair items and main statistics or KPIs determine 

• Report on deliverables and action items 

• Look across Microsoft and Partner delivery results and drive E2E customer operational view and review 

• Operational efficiency 

• Process improvements 

• Customer facing content 

• Provide product roadmaps, upcoming changes etc to partners 

• Identify training needs for both Partner and MS. Collaborate with Training & Readiness teams to deliver any training needed post launch 

Qualifications

• 3+ years IT experience designing and implementing technical support services, support planning and strong project management skills. 
• Strong ability to create reporting using PowerBI and other tools to present the partners data. 
• Ability to analyze data, looking for insights and measurable indicators that will help to prioritize action items. 
• Create consistent and scalable processes across multiple platforms that will ensure positive customer experience. 
• Operate in the environment of demanding target dates, simultaneous priorities, high level of ambiguity and multi team dependencies. 
• Communicate with engineering teams to articulate the pain points and needs that will translate into feature requirements / improvements. 

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.

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.