This is an external staff position. Your employer will be a third-party supplier, in service for Microsoft.
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. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.
If you are a proven leader who has strong cross-group collaboration skills, and drives for impact and influence at all levels of the company, then the Customer & Partner Experience (CPE) organization has an exciting opportunity for you. As Customer & Partner Experience Manager you will be keenly focused on driving improvements to customer experience & satisfaction. You will serve as a trusted adviser to both internal stakeholders and Microsoft’s most important customers and partners, enabling them to maximize satisfaction of Microsoft’s products and services.
This role is non-routine and very complex, involving the application of advanced business skills.
Responsibilities
The Customer & Partner Experience (CPE) Manager role is one of very few roles in the company that is responsible for looking end to end across all of Microsoft’s products, services, segments and programs. By doing so, CPE Manager can identify trends that enable us to solve problems, mitigate risks in order to address challenges and remove sales blockers which helps us sustain and grow revenue and compete more effectively. CPE Managers are responsible for taking an outside-in view of the customer experience in order to truly represent the voice of our customers and partners.
This role enables Microsoft to increase usage of our cloud technologies, retain existing customers, and enable customer satisfaction as a key differentiator of our value proposition in the market.
Customer and Partner Listening: Gather and analyze customer feedback and signals through Voice of Customer and Partner channels, local insights, Business Intelligence and analysis. (45% of time)
Influence and Land Customer Health Improvements: Provide customer evidence and ensure execution of actions critical to customer satisfaction at local and global level. (40% of time)
Foster CPE Culture and Ensure Accountability: Execute programs to embed customer obsession in employee lifecycle, ensure CPE accountability lands across all roles. (15% of time)
Qualifications
Preferred Skills & Requirements:
10+ years of Previous Experience with
- Ownership of customer loyalty, culture and change management
- Orchestration of strategic and complex business planning (orchestrating across multiple segments and audiences) and execution (i.e. Customer Journey Mapping)
- Senior leadership engagement and influence
- Strong customer engagement and storytelling skills
- Managing or leveraging a broad set of customer, market and competitive listening systems and intelligence to identify key trends and insights in order to prioritization, decision making and execution across the company
- Education:
- Strong Analytical/Excel skills required. Power BI a plus
- CX Certification, Six-Sigma Certification preferred
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.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
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