Are you Obsessed with the Customer Experience, delivering excellence and driving high performance teams? Does the challenge of overcoming obstacles that others perceive as insurmountable excite you?  If so, look no further than this opportunity within the Commerce Customer Engagement team within our Cloud &AI Organization at Microsoft.

You must possess customer facing skills that enable you to represent our Commerce team and Microsoft well within a customer’s environment.  You should also have a demonstrated ability to think strategically about business, product, and technical challenges as you help our biggest cloud customers take advantage of how our commerce platforms empowers them to achieve more.

You will become an advocate and trusted advisor to our S500 customers and will understand what they need and want from a Commerce Platform.  You will be an innate storyteller with the data and insights you drive from your customer engagements and can deliver that story back into our Leadership to help prioritize the development of our commerce engagements and platforms.

This role has a high degree of visibility and requires someone with strong executive presence that can communicate clearly and effectively with internal and external executives and can work in a high-pressure environment.

Responsibilities

·Incident and Escalations Management - You will provide our S500 (Top 500 Strategic Customers for Microsoft) customers with exceptional outcomes during times of customer needs and drive positive customer outcomes. 
·Be the voice of the customer and work with internal Microsoft resources to ensure that the customers’ SLAs and expectations are met. Raise internal awareness of customer impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses.
·You will drive to ensure we exceed our metrics every month.
·Participate in customer requested meetings (via phone).
·You will own accountability to provide our customers with an exceptional experience and assist customers in their time of need with highly technical and customer focused service.
·Deliver high impact insights from your customer engagements and data to drive the evolution of our

·Commerce customer experience.
·Establish a direct line of trust with the customer/stakeholders.
·Understand what our customers need to maximise value and engagement with our commerce platforms.

Qualifications

Required -

·BS/BA degree, MBA preferred.
·10+ years of relevant business experience.
·5+ Years in a High Performing Sales Organization.

Preferred -
 
·Strong executive presence, particularly in dealing with customer-facing situations. 
·Excellent communication, interpersonal skills, and ability to influence others without direct authority, including the ability to provide clear, constructive feedback to our internal stakeholders.
·Experience coordinating with many groups to successfully implement customer impacting changes.
·Strong core project management skills (scheduling, issue identification/resolution, risk mitigation, dependency management).
·Seize opportunities by having a passion for the customer and drive for value creation.
·Working ability to remain effective under stress and respond to pressure in a manner acceptable to others and to the organization.
·Strong relationship building skills.
·Customer Obsessed
·Strong multi-tasking aptitude to manage multiple issues/projects in a fast-paced environment.
·Strong cross-group communication, collaboration, negotiation, and leadership skills.
·Highly organized, with great attention to ensure required details are not overlooked.
·Results and action oriented – making sure the job gets done on time.

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.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.