With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Customer Health and Growth (CHG) organization within CE&S is focused on accelerating Enterprise Majors growth in consumption and usage, prioritizing Customer Health, Azure Consumed Revenue (ACR) and Copilot adoption by activating Unified, programs and partners as enablers to scale.

We are seeking an experienced Senior Director, Customer Experience to formulate, frame and help our fields execute for our fast growing segment of accounts: Majors. In this role, you will deeply collaborate with our sales organization to drive Azure consumption and M365 Copilot usage for Enterprise Majors; you will amplify existing field Azure and Modern Work (MW) motions with an eye on Majors; you will share learnings to innovate where we can be better for our customers and our field teams. Majors is about scale and speed.

Do you enjoy working with Microsoft’s field teams and our customers, and can you see a long-term vision to help drive execution strategy to accelerate Majors customer success? Do you have a record of accomplishments employing business and organizational skills, orchestrating across ATU, STU, CSU, BG and GPS to deliver pragmatic and innovative solutions on time? Are you a growth minded leader who provides clarity, inspires change and creates energy across a broad base of teams, groups, customers and communities? If so, this role might be ideal for you.

This role is flexible in that you can work up to 100% from home.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Voice of Customer/Partner

• Leads the aggregation and/or analysis of customer, partner, market, and/or employee experience insights from multiple sources to provide actionable insights on specific customer groups (e.g., roles, industries, segments, geographies). Leverages insights and analyses from other organizations (e.g., product groups, segments, Areas). Generates insights supported by credible data points and evidence. Establishes and upholds standards for accuracy, quality, and relevance of insights. Exemplifies advanced storytelling techniques to create compelling stories to share insights and business impact with internal stakeholders. Generate and integrates insights to identify broad trends and share insights with senior leadership team across regions and segments.

• Develops, advocates for, and executes relevant improvement plans for top customer experience opportunities and gains stakeholder support. Leads the development of problem statements and identification of customer problems that need to be addressed. Creates measurable action plans with defined concrete outcomes and drives execution in collaboration with others.

Customer Experience Execution

• Develops and aligns others to a broad and strategic point of view on what needs to change regarding customer and partner-related processes, systems, and products. Develops and leads broad customer and partner-related initiatives and takes accountability for driving this forward through the relevant business groups. Drives measurable improvements to the customer experience and drives change acceptance for other groups.

• Navigates the Microsoft organization, hierarchies, and uses subject matter expertise of key business drivers and stakeholder priorities to influence peer groups, partner teams and senior leadership (up to Corporate Vice Presidents [CVPs]) in other organizations. Drives a standard approach to stakeholder engagement and removes blockers and obstacles to implementation. Mobilizes people and processes in the relevant area to ensure the customer and partner experience integrates into business plans and decisions to drive impact with peer groups, partner teams, and senior leadership (up to CVPs) in other organizations.​

• Orchestrates strategic and complex business planning (e.g., prioritization, people resourcing, fiscal year budget planning, objectives and key results [OKR] management) across multiple segments, audiences, and execution projects. Develops and executes plans on customer and partner opportunities across regions and segments. Orchestrates and mobilizes relevant team leadership (e.g., region or segment teams, Marketing, Engineering) on planning projects, and reviewing possible opportunities to ensure plans progress in a timely manner. Connects people and planning processes across regions and segments to ensure the customer and partner experience is integrated into business plans and decisions.

• Influences and supports critical and/or highly complex programs that impact customer satisfaction (e.g., crisis prevention and management). Ensures the customer voice is included in planning and decision-making within key programs. Sets the priorities and devises and leads highly complex programs across multiple organizations, based on strategic intent and change management considerations.​ Orchestrates program plan alignment completion across disciplines and stakeholders, and negotiates trade-offs as needed.​ Documents and delivers best practices for use across Areas. Utilizes metrics and data to anticipate and educate others on customer needs. Drives field awareness on proper escalation paths and involves leadership where appropriate.

• Develops change management strategy and plans to support complex programs that impact customer, partner, and/or employee satisfaction. Ensures customer voice is included in the change management strategy, planning and implementation activities (e.g., communication, messaging, training) within critical and/or complex programs. Develops framework for customers and internal messaging (as appropriate). Develop new change management activities to improve customer experience and adoption of changes. Drives adoption of change management activities from sponsor to customer. Proactively monitors and mitigates change management and implementation risks through sponsor/senior leadership discussion and decision-making processes.

Customer/Partner Obsession

• Proactively defines and drives a customer-centric and customer-obsessed culture and drives accountability for this within roles across the organization. Champions and models customer obsession and advocacy by identifying and sharing success stories and modeling customer obsession behaviors for others to follow. Takes responsibility to instill a sense of ownership for customer loyalty and a customer-obsessed mindset in others and ensure adoption of these attitudes across the organization. Evangelizes the customer-obsessed mindset into all conversations to help drive culture change, champion the customer's viewpoint, and influence and enable decision-making.

• Deeply understands the customer business across a broad range of customer categories and segments (e.g., industry trends in relation to key competitors, macro-economic trends, financial awareness of customer businesses). Demonstrates a deep and broad understanding of how Microsoft products, services, and business models can help specific customer needs to best impact customer businesses. Acts as a trusted advisor on the customer's business for internal stakeholders.

Business Acumen

• Build confidence and trust with corporate and field partners

• Technical acumen to drive ideation, planning and operationalization of business strategy

• Drive field and engineering relationships across Microsoft to ensure we are focused on unblocking customers as they onboard to Azure and MW Copilot

• Versatile with proven ability to be adaptable in rapidly evolving business/org situations

• Solid analytical skills, able to distill key insights from incomplete data

Technical Breadth/Depth

• Broad knowledge of consumption trends & complications of pan-Azure and M365 Copilot business

• Deep experience program managing and deploying programmatic strategies to our field teams. You will own the end-to-end planning and strategy for this Microsoft Azure and MW Copilot Enterprise Majors space

• Running the business: Reporting and overall business insights for WW pan-Azure Consumption and M365 Copilot Usage.

• Validate and adjust strategy leveraging key Microsoft milestones (L1, SLT reviews, etc.), Act as v-team lead for critical Azure consumption and Copilot usage strategies/blockers. Success in this role depends on collaboration across a variety of customers, partners, and internal Microsoft stakeholders.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, or related field AND 10+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management

• OR equivalent experience.

• 8+ years of experience in sales or consulting in the enterprise segment, working directly with large customers

Additional or Preferred Qualifications

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, or related field AND 15+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management

• OR Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, or related field AND 12+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management

• 5+ years of Program, Project or Product Management

• 10+ years of experience in sales or consulting in the enterprise segment, working directly with large customers

Customer Experience IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $162,000 - $299,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until September 16, 2024

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .