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Microsoft Corporation Senior Customer Experience Program Manager in Boston, Massachusetts

Do you want to play a significant role in Microsoft’s success transforming itself into a cloud first technology leader? Are you Obsessed with the Customer Experience, delivering excellence and being part of a high-performance team? If so, come join our Commerce Customer Engagement (CCE) team in Cloud & AI.

We are looking for a Senior leader who has excellent customer facing skills that enable them to represent Microsoft well within a customer’s environment and drive discussions with senior leaders regarding support cases, new features, trade-offs, and best practices. You are driven, accountable and have the agility to react to changes in pursuit of excellent customer experiences. You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our customers take advantage of how our commerce platforms empower them to achieve more.

You will be accountable for our end customers’ experience and helping them resolve their issues and help support the goal of ensuring our customers have the best experience on our commerce platforms for Azure, D365 and M365.

This role has a high degree of visibility and requires someone with a strong executive presence that can communicate clearly and effectively with internal and external executives, be extremely accountable and can work in a high-pressure environment.

Responsibilities

Responsibilities

  • Incident and Escalations Management:Provide customers with exceptional outcomes during times of customer needs and drive positive customer outcomes.

  • Own accountability to provide our customers with an exceptional experience and assist customers in their time of need with Commerce platform and customer focused service.

  • Blocker Resolution : Independently anticipates and addresses complex product/solution-related requests or issues from customers, leveraging other colleagues when necessary. Captures product insights based on customer needs and requirements to further develop the product, independently .

  • Project Management:You will identify and own local and global initiatives that will continue to optimize our highly customer focused operational teams.

  • Customer Analyses and Engagements Execution: Independently conducts and collects customer-related feedback and research and proactively ensures alignment of team resources to address potential customer issues within scope, identify potential solutions, and drive customer acceleration in conjunction with product outcomes.

  • Customer Obsession: Apply your broad and deep understanding of customers, partners and internal groups' needs, drivers, and decision-making processes to plan, strategize and influences priorities and decisions to improve satisfaction, performance, and end customer experience.

  • Voice of the Customer : Work with internal Microsoft resources to ensure that the customer’s SLAs and expectations are met. Raise internal awareness of customer impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses

  • Operational Excellence: Drive identification and contribute to the prioritization of opportunities for improvement within our process for consistency, accuracy, and timeliness of delivery and resolutions

  • Metrics Excellence: You will drive to ensure we meet/exceed our OKR’s and metrics every month.

  • Brings together diverse perspectives, technologies, and organizations to proactively respond to customer needsin an integrated and aligned manner

  • Vendor Management: you will manage a team of vendors accountable for resolving customer service requests.

  • Participate in customer requested meetings (via phone).

Qualifications

Required Qualifications:

  • Bachelors’ Degree

  • Prior Experience in a customer focused role/Sales/Consulting

  • 12+ years proven, complex project/program management experience

  • Strong executive presence, particularly in dealing with customer-facing situations and proven experience of interacting with senior leads (CxO’s, VP’s, etc.)

Preferred Qualifications:

  • Cloud Services, Commerce and Support experience

  • Excellent communication, interpersonal skills, and ability to influence others without direct authority, including the ability to provide clear, constructive feedback to team members

  • Experience coordinating with many groups to successfully implement customer and partner impacting changes

  • Experience driving consistency in process to align to defined policies and procedures to meet performance expectations for consistency, accuracy, and timeliness of delivery.

  • Data Driven – Proven experience in understanding, analyzing and prioritizing actions based on data

  • Strong core project management skills (scheduling, issue identification/resolution, risk mitigation, dependency management)

  • Seize opportunities by having a passion for the customer and drive for value creation

  • Working ability to remain effective under stress and respond to pressure in a manner acceptable to others and to the organization

  • Relationship building skills, maturity, high degree of self-confidence

  • Customer Obsessed

  • Strong multi-tasking aptitude to manage multiple issues/projects in a fast-paced environment.

  • Strong cross-group communication, collaboration, negotiation, and leadership skills

  • Highly organized, with great attention to ensure required details are not overlooked

  • Results and action oriented – making sure the job gets done on time

  • Proficient in a second language apart from English.

  • BS / BA degree

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 (https://careers.microsoft.com/us/en/accommodationrequest) .

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

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