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Microsoft Corporation Support Go-to-Market Director, Customer Experience & Success in Cambridge, Massachusetts

Are you a remarkable storyteller? Are you customer obsessed and passionate about empowering our field teams? Are you a leader who can motivate and influence people around you?

The Support Offerings, GTM & IP Management team part of Microsoft Customer Experience and Success, is a rapidly growing global business made up of exceptional people who deliver world class services, earning customer confidence, trust, and loyalty. We focus on accelerating customer value for Microsoft solutions while building a differentiated customer experience.

The Support Go-to-Market Strategy team is responsible for defining the customer value prop working in partnership with the Support Offerings team, developing tools to equip our field teams for customer conversations, creating memorable storytelling and impactful customer stories, and developing demand generation initiatives that are aligned with our offerings strategy and sales motions.

Support Go-to-Market Director

We’re looking for a great storyteller to continue evolving the Microsoft Support value proposition, develop its narrative and articulate it through internal and external channels - as well as through high impact content such as ROI tools and customer evidence. You will also be responsible to continue developing our customer insights tools and to capture market and field insights that will help inform business decisions.

You will lead a talented team of marketers who will help you make this happen.

This role requires proven storytelling expertise, strategic thinking, business acumen, a passion for our customers, and outstanding leadership and commitment to diversity and inclusion.


  • Own the Microsoft Support Offerings narrative end-to-end, including Unified Support, Enhanced Solutions and Proactive Services.

  • Build credibility across internal and external stakeholders. Create compelling core marketing content to educate and inspire our customers and field partners, ensuring clear alignment with the sales organization.

  • Responsible for customer advocacy program including customer stories, win wires, and integration with Microsoft’s customer reference program.

  • Empower field teams to conduct successful customer conversations leveraging high impact content and tools.

  • Partner closely with the Offerings leads, to ensure our messaging and position aligns with our customer needs and provides differentiated value.

  • Increase awareness and engagement, and drive usage of digital self-serving tools for our customers.

  • Identify optimal customer feedback mechanisms to surface key insights and incorporate them in the overall GTM approach. Understand dependencies and business requirements from diverse stakeholders.

  • Attract, retain, and grow diverse talent while creating an inclusive environment where everyone can bring their full and authentic self, where all voices are heard, and where we do our best work as a result.

  • Embody Microsoft’s leadership principles to create clarity, generate energy and deliver success.


  • 10+ years of related experience in program management and/or product management / product marketing for enterprise technologies

  • Excellent marketing, business analysis, communication, and presentation skills

  • 3+ years of direct and indirect people management, hiring, developing, and retaining talent.

  • Thrive in collaborative, cross-functional team environments with ability to gain followership.

  • Ability to be articulate, to think strategically and in a structured manner, and to land data-driven recommendations with business partners at a senior executive level.

  • Ability to successfully resolve ambiguous or potential conflict situations and drive alignment.

  • Passionate about building new projects and processes within a fast-paced environment, while changing the way customers perceive our brand and products.

  • A Bachelor’s Degree (BS/BA) or equivalent experience; MBA, preferred.

Location/Travel: You may be based anywhere in the U.S., with a strong preference for the Redmond, WA area. You can expect limited global travel, less than 10%, contingent upon Covid-19 restrictions.

Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.


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.