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

The Customer Success Relationship Delivery Organization is responsible for three global functions:
• Developing world class CSAM’s through structured programs that build skills and capabilities for the field
• Enabling field relationship delivery roles (CSAM’s & IM’s) to successfully embrace and execute against our defined customer success and support methodologies and drive great customer outcomes
• Delivering relationship experiences at scale through center based IM’s & CSAM’s around the world

Our team is seeking a seasoned, results-driven Program Manager to work with Corporate HQ to design the landing program in support of the CSAM Transformation activities WW. As part of our team, the successful candidate will execute on cycles of deep performance analysis, identification of factors driving high-impact performance or under-performance, and execution of programs to affect ongoing positive changes. They may also develop deep expertise in key functional areas of the business, and contribute to the development of specialized improvement Programs in those areas of expertise. The role requires a significant level of detailed understanding of behaviors, work processes, and resources that are utilized in providing support and driving customer success.

Area of focus will include:
• Driving the adoption of changes that impact our field roles and their leadership teams across the globe
• Work with the Corporate HQ team so ensure the landing strategy of Account Orchestration Models & Delivery methodology for CSAM’s is designed for a successful landing motion
• Collaborating and engaging with the three Customer Success Regional Business Leader’s (RBL) teams
• Develop quarterly Solution Area priorities for CSAM’s with predictable intake and prioritization
• Identification of contributing factors (behavior, process, skills) that lead to business performance in the CSAM role
• Representing Support Business requirements and priority arbitration into Corporate HQ functions for field tools, processes and role design
• Define and execute on Change Management plans to drive adoption of new Delivery Methodology, including tools and associated processes
• Defining Coaching Plans that drive ability and provide reinforcement to drive improvement or mitigate Delivery management performance gaps
• Partnering with groups such as Delivery Design and Management and WW Learning to create adoption plans for behavior changes, methodology adoption, and role skills development including building technical intensity
• Effectively collaborating with partner teams providing similar support to other regions or other roles

What does success look like?
• Adoption of Support delivery practices, both at the individual (CSAM) and manager (CSAM Manager) levels – in partnership with other WW Support and Customer Success Program teams.
• Field support professionals (CSAMs) have mastered and adopted the new Account team Orchestration model and are demonstrating practical application of applying this to successfully deliver value to customers through the Unified Support and Customer Success models to help them modernize and transform.
• Field Delivery managers (CSAM Managers M1/M2) are clear on how to manage and optimize the delivery of portfolios of Unified contracts, coaching where required to up-level their teams in customer account planning, cloud portfolio management, and technical intensity.
• Implementation of world class delivery practices for CSAM’s and their leaders that drive enduring customer outcomes while delivering on our contractual commitments and driving cloud consumption
• Key strategic decisions are understood by leaders and driven to timely resolution

Qualifications

The ideal candidate will have:
 A passion for enhancing customer experience
 Delivery management experience in the Field either in a Support Delivery role or within Customer Success or equivalent
 Ability to work and create structure in complex and ambiguous situations and respond flexibly in time sensitive situations
 Knowledge and experience in Microsoft’s Support business (Premier and Unified Support) and Delivery methodologies
 Strong communication skills and proven capabilities to interact at management and leadership levels
 Proficiency in process improvement and managing complex programs of work
 Experience in working with multi-national / multi-cultural teams
 Fluency with at least one formal change management framework (PROSCI preferred)
 Strong skills in leading through influence

This role will report to the Relationship Delivery Programs Director in the WW CSAM / Cross Solution organization.

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.