Overview
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.
Design, build, and deploy Unified Foundation Success Programs that improve customer success through scalable processes, systems, and digital experiences. This role leads program management for success initiatives—driving accountability, managing dependencies, and removing blockers—while developing a clear point of view informed by stakeholder feedback and data-driven insights. The role translates findings into clear documentation, messaging, and launch assets, supports Sales Motion One and Connected Customer narratives, and represents the CSAM role in global forums and executive discussions. Partners across the Microsoft ecosystem to pilot, launch, and scale programs that deliver measurable impact.
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
Design, Build and Deploy Unified Foundation Success Programs end to end, consistently improving programs based on stakeholder feedback (Design and Build only for Success Programs related programs).
Develops a point of view on what needs to change regarding Unified Foundation related processes, systems, digital experiences, and products.
Program/Project Management Success Program Initiatives, developing project plan, driving accountability, proactively flagging concerns, blockers to address etc
Creates clear documentation and messaging, understanding Sales Motion One (e.g., data visualization, presentation decks) that shares the Connected Customer narrative for launch and awareness assets. Where needed follow through with regular updates post launch insights and how to address issues.
Navigate and communicates complex findings and proposals across the Microsoft organization, hierarchies, and uses knowledge of key business drivers and stakeholder priorities to influence peer groups and partner teams in other organizations.
Represent the CSAM Role on Global Community calls, stakeholder alignment and executive status discussions.
Collaborate with multiple stakeholders from across the Microsoft ecosystem (e.g., region or segment teams, Offerings, Engineering, Solution Areas) to successfully Lead programs and pilots – launch and remove blockers.
Qualifications
Required/minimum qualifications
Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in customer success program management, process management, Change Management, process improvement
- OR equivalent experience.
Additional or preferred qualifications
Master's Degree in Business, Operations, Finance, or related field AND 8+ years experience in program management, process management, or process improvement OR Bachelor's Degree in Business, Operations, Finance, or related field AND 12+ years experience in program management, process management, or process improvement
- OR equivalent experience.
Proven Experience in Customer Success and Global Support functions, demonstrating a strong understanding of customer-centric service delivery and support models.
Leadership Skills: Proven ability to orchestrate, lead, and influence virtual teams.
Presentation Skills: Comfortable presenting to both large and small audiences at various levels of an organization
Business Program Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900.00 - $203,600.00 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 $148,400.00 - $222,600.00 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
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about **requesting accommodations.**