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

Support Management - 50%

• Participate in proactive account management, spot performance issues, analyze problems, develop solutions to meet customer needs, represent them.

• Provides the most effective method of service delivery by analyzing trends and common themes across customers.

• Create deliverables to address common customer needs & support mobile-first, cloud-first strategy, share intellectual property with others.

• Gathers customer impressions of products and services and integrates this feedback into decision making.

• Seeks information about the underlying needs of customers.

• Allocates and aligns resources to optimize the customer experience.

• Develops and communicates realistic performance goals and standards.

• Builds plans that consider potential obstacles and immediate and long-term consequences.

• Demonstrates expertise in a specific solution, or several products, feature functions, or services.

• Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.

Support Execution - Deliver Results through Teamwork & Optimizing Business Results - 25%

• Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.

• Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Customer Success business priorities and stakeholder management principles.

• Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.

• Modifies existing intellectual property (IP) or, where applicable, creates new content.

• Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.

Leadership and Growing the Business - 25%

• Consistently apply "lessons learned", model personal accountability & teamwork.

• Demonstrates an understanding of his or her role and contribution to customer/partner change management and adoption initiatives.

• Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.

• Drives and Supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.

• Contribute & participate with meetings to articulate Premier offerings to all customers; share knowledge thru communities, adapt for customers.

• Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.

• Demonstrated Self Learner

Qualifications

Experiences Required: Education, Key Experiences, Skills and Knowledge:

• Analytical Problem Solving

• Building Customer/Partner Relationships

• Product & Technology Expertise

• Leadership

• Value Selling

• Years’ Experience: 10 in systems development, network operations, software support or IT consulting

• Bachelor’s Degree (B.S./B.A.) or equivalent

Areas we look for demonstrated ability are:

• Azure Infrastructure as a Service (IaaS) core knowledge (Storage, Network, Compute)

• Azure Governance / Cloud Adoption Framework, Azure Policy, Management Groups, Governance / Compliance as Code

• Microsoft Enterprise Scale Landing Zones

• Microsoft Hybrid Cloud – Azure Stack HCI and Azure Arc

• Strong understanding of Windows Operating Systems

• Working knowledge of On-Premises Infrastructure solutions; AD DS, DNS, Monitoring, Patching

• Security concepts for Cloud Infrastructure and Microsoft Operating Systems

• Strong troubleshooting skills and support experience

• Face-to-face customer engagement skills

• Excellent written, oral and presentation skills

• Troubleshooting knowledge

Skills in the following technologies would be considered desirable:

• Knowledge of Azure Monitor, Log Analytics, Sentinel, Azure Security Center, PaaS, Containers, App Services, REST APIs

• Strong understanding of Linux Operating Systems

• Azure Kubernetes Service (AKS) and Containers / Docker knowledge

• Automation / Orchestration knowledge – Azure Automation, Runbooks

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.