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

Responsibilities

Customer Experience

Proactively reviews partner feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.

Consultations

Leads technology decisions by applying trade-off techniques to ensure that appropriate requirements are aligned with the appropriate business vision. Collaborates with Services Account Managers to identify appropriate solutions for customers. Identifies scenarios that partners can utilize to secure deals or use best practices.

Guides partners in one-to-one consultation to provide solutions to the customer environment within primary or minor solution areas (e.g., architectural guidance, request for proposal [RFP] assistance, deployment guidance). Identifies and recommends complimentary solution areas. Provides subject matter expertise and mentorship to more other Partner Technical Consultants.

Coordinates planning and prioritization efforts that align with the market needs and Microsoft’s partner strategy with senior team members and/or respective stakeholders. Drives partner consumption across Microsoft products, solutions, and services.

Identifies partner needs and recommends highly complex, broader, and more strategic focused (e.g., Microsoft technology, business value proposition, how it compares to competitors) technical solutions or technical best practices through feature comparison, architecture design, proof of concepts, etc., and shares materials to help partners meet their business goals at cross regional level. Serves as an escalation resource for other Partner Technical Consultants. Improves others understanding of technical journeys and relevant services to help partners meet their goals.

Technical Webinars

Presents technical Webinars for new or complex intellectual property independently (e.g., answering questions, engaging with partners, closing out the Webinar, and logging information about the Webinar and participants). Shares experience based/real life scenarios for multiple technology areas. Co-presents and educates other Partner Technical Consultants on how to do an effective delivery.

Operational Excellence

Advocates the world-wide standards for labor logging, coding, and routine recording of labor. Records and updates labor in incident management tool.

Documents case status, logs a record of their labor on valid solutions and activities, and has timely engagement and follow up with partners. Performs case reviews and makes recommendations to process efficiencies.

Records and updates technical and professional skills in a tracking tool. Mentors other Partner Technical Consultants on improving technical and professional skills.

Technical Expertise

Proactively and continuously learns new technology for multiple solution areas. Recommends best practices and shares experiences and product news with other Partner Technical Consultants. Creates the accreditation content for intellectual property. Leads a regional technical community and participates in relevant technical communities. Mentors others to help identify areas of development and coaches them on best practices. Attains proper accreditation needed to deliver different intellectual property.

Develops and maintains knowledge in intellectual property (IP). Assists others in obtaining IP knowledge. Leads the creation of intellectual property so they can deliver in a similar manner and use the same resources. Identifies areas that need refreshing or gaps in intellectual property.

Internal Collaboration

Engages with pre-identified field/subsidiary stakeholders to discuss opportunities and/or requirements of regional subsidiaries across solution areas. Collaborates with Service Account Managers to identify appropriate solutions for partners.