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.

•Engages in strategic service delivery planning, in partnership with the virtual account team (VAT), to strengthen targeted customer relationships.

•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

• Analytical Problem Solving

• Building Customer/Partner Relationships

• Product & Technology Expertise

• Leadership

• Value Selling

• Years’ Experience: 3 in systems development, network operations, software support, IT consulting

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

• Subject matter expertise in Azure IaaS, PaaS, Identity and Access Management (IAM), Security.

• Knowledgeable in Azure solution design, architecture, troubleshooting and implementation.

• Infrastructure Solutions (IaaS) – Subject Matter Expertise on the Core Azure Infrastructure technologies listed below,

o Azure Compute Resources

o Azure Networking Components

o Azure Storage Services, Azure File Sync

o Azure Backup and Azure Site Recovery

o Knowledge on ARM Templates, PowerShell, Azure CLI, Azure Automation

o Subscription and Governance - Policy, RBAC, Tags, Management Groups, Cost Management, Azure Blueprint

o Azure Monitor – Log Analytics, Kusto Query Language (KQL), Insights

o Azure Security Center, Azure Sentinel

• Working Knowledge on Azure Identity is preferred.

• Applications Solutions (PaaS) - Developing, debugging, Performance tuning and supporting the technologies listed below,

o Azure DevOps Services

o Azure App Services

o Azure Container Registry and Azure Kubernetes Services

o Azure Logic Apps, Azure Functions, Azure Service Bus

o PowerShell, C#, .NET Framework/.NET Core, Python or related

o Azure SQL Knowledge preferred, including any of the following,

 Azure SQL Managed Instances

 Azure SQL DB

 Azure Data Lake, Azure HDInsight, Azure Data Factory

• Strong Technical Delivery and Customer facing presentation skills with a high degree of comfort with both large and small audiences.

• Ability to match technical solutions with customer business requirements.

• Ability to lead and motivate technical communities.

Language Qualification

English Language: fluent in reading, writing and speaking.

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. 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.