• Technical Customer Success Manager

    Microsoft Corporation Charlotte, NC 28230

    Job #1926555185

  • 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 (CE&S) 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 CE&S 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

    • Understand the Teams Platform motion across Microsoft and customer organizations

    • Build technical strategy for Teams Platform, aligned to sub-workloads (Teams + Power BI) of Apps in Teams

    • Unblock customers consumptions of M365 via custom line of business applications and solutions

    • Provide additional capacity for strategic projects - provide capacity where local Customer Success Unit (CSU) teams have resource constraints on a temporary basis

    • Impact the strategic direction of Teams engineering by gathering global feedback and help prioritize and land feedback with the field and customer teams

    • Scale through Partners and Services to drive Teams usage and adoption and change management

    • Be a strong team player through cross team collaboration within CSU and other Microsoft teams and drive a sense of urgency.

    Qualifications

    Required/Minimum Qualifications

    • Bachelor's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

    • OR Master's Degree in Business, Engineering, Technology, or related field AND 3+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

    • OR equivalent experience.

    • 3+ years of experience in customer success management and/or technical program/product management discipline

    • 2+ years of experience with application development and/or application architecture

    • 2+ years of experience collaborating across technical, business, and/or marketing stakeholders

    Additional or Preferred Qualifications

    • Bachelor's Degree in Business, Engineering, Technology, or related field AND 6+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

    • OR Master's Degree in Business, Engineering, Technology, or related field AND 4+ years related work experience (e.g., consulting, pre-sales/post-sales, business analysis, technical sales, customer change management)

    • OR equivalent experience.

    • 2+ years experience in change management and/or technology adoption.

    • Change Management Certification (e.g., Prosci).

    • Understand the business transformation, and quickly pivot to how Teams can accelerate and enable that transformation.

    • Proven ability to map the customer's business process and needs to product capability and solution areas.

    • Ability to influence key executives and stakeholders across the organization -- Product, Engineering, Partner, and services teams, etc.

    • Creative problem solver with the ability to align various stakeholders to drive customer success

    • Client-facing solutions delivery experience is preferred

    The salary for this role in the state of Colorado is between $115,900 and $173,400. At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee's role.Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you ~~~-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others.

    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.