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

Driving Intent for Consumption: Actively engage with business and technical decision makers to drive intent for consumption of Customer owned Surface Devices, Surface Hub and M365 Endpoint services workloads. Participate in new device pilots removing technical blockers to ensure successful outcomes and portfolio adoption. Leveraging M365 Enterprise Services & Microsoft Hardware solutions [Surface Devices, Surface Hub and M365 Endpoint services]

Guiding Customer Success Strategy: Engage and influence customer business and technical decision makers by providing feedback or insights, and help customers realize their digital and business transformational targets. Actively listen and respectfully challenge to drive the best outcomes. Ensure customer implements endpoint deployment & management best practices for Surface and embraces modern endpoint methodologies as part of their journey to the cloud.

Driving Consumption: Develop opportunities to drive Customer Success business results by working with customer to ensure they understand Microsoft's Endpoint & 1st party HW services value proposition and get value from their investment in the Microsoft technology. Ensuring high-quality delivery and consistency in delivery by leveraging our offerings (VBD, MIP, DSE).

Customer Trust and Advocacy: Act as the voice of the customer and partner by driving new feedback, blockers, insights, resources. Provide action based on feedback and advocate on the customer's behalf to drive resolution.

Device Deployment: Be the Surface and endpoint & lifecycle management consumption subject matter expert with the ability to drive active use of Surface deeply into a customer’s business by enabling them to realize business value of modern devices. Demonstrate Self Learner mindset through continuous alignment of individual skilling to team/area demands and Customer Success goals.

Operations and Execution excellence: Manage operational excellence and customer health by ensuring consumption process compliance and managing pipeline. Provide regular updates to account and regional stakeholders on customers' transformation initiatives. Meet or exceed Key Performance Indicators and targets set.

Technical Solution development: Developing technical solutions and ability to design, customize, or reapply technical solutions based on customer/partner needs or demands. influence hardware adoption, create strong support for new opportunities, and to secure willingness and fans to advocate for Surface. Articulate and demo solutions to varying audiences such as BDM & ITDM.

Territory & Consumption Management: Experienced in territory consumption mgmt., opportunity qualification, stakeholder communication, partner engagement including opportunity and pipeline mgmt. Experience in ensure customers realize value by consuming technology, Hardware solutions, and services investments.

Collaboration: Experienced in orchestration and leading virtual teams to develop and drive consumption opportunities through influence. Identify areas for MEM (Modern Endpoint Management) and orchestrate appropriate Microsoft resources to support the customer’s cloud journey.

Qualifications

Required/Minimum Qualifications

Master's Degree in Business, Engineering, Technology, or related field AND years of related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

AND years of experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting

OR

equivalent experience including deep knowledge of solution architecture, design, implementation, and/or support endpoint client environments. Certification in one or more of the following technologies preferred: Microsoft Azure fundamentals, M365 fundamentals, Windows Client Mgmt. Certifications. Prior work experience in other cloud companies such as Amazon, Apple, Google, Dell, HP, Cisco, Zoom.

Technical Experience:

• Extensive experience in technical device sales, customer support and customer success management or technical discipline preferred.
• Deep understanding of Surface devices, Modern Work, and meeting experiences.
• Knowledge of Microsoft Solutions, Devices, OEM, Service and Partner offerings.
• Good understanding of Microsoft 365 workloads and scenarios. Level 200 technical depth across Microsoft 365 services, and Azure Identity & Security
• Experience on enabling usage, adoption, and consumption.
• Experience in Customer Success for productivity, employee experience solutions, and business process transformation platforms. Strong technical aptitude, and desire to work with both business and IT.
• Knowledge of Change Management to ensure good IT behaviours around Surface and create intent for Surface and M365
• Endpoint management methodologies and products such as Microsoft Endpoint Manager, Intune, or similar.
• Foundational-level knowledge of cloud services, such as standard practices, considerations, and benefits. Fluency in SaaS solutions; particularly Microsoft Surface Solutions, Microsoft 365 offerings and familiarity with the Microsoft 365 cloud service options.  
• Enterprise-scale technical experience with deploying surface devices, zero touch deployment, and security guidance.
• Experience architecting and implementation of hardware mgmt technologies.
• Experience leading the planning, design, presentation, and implementation of Microsoft Endpoint Mgmt solutions to meet customer, business, and technical objective.
• Experience troubleshooting solutions with hands-on expertise specific to troubleshooting Windows supported hardware solutions, authentication and authorization, security, and compliance information, debugging, performance tuning, and monitoring.
• Knowledge of OS mgmt. solutions and third-party vendors
• Understanding of M365 partner ecosystems and the ability to leverage partner solutions to solve customer needs. 
• Knowledge of competitor products such as Apple Business Essentials and Apple Hardware, Google Chromebooks and their strategies. Additional understanding of the broader Windows Hardware ecosystem.