Overview
Microsoft has an exciting opportunity for a Senior Customer Engineer in the Cloud+AI Silver Team. This team is responsible for customer deployments within the air gapped environments. In this role, you will have the opportunity to work with engineers who enable a broad set of Azure services to be consumed by internal and external customers in highly secured and regulated industries.
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
Customer Experience Execution
- Drives 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, ensuring plans incorporate security strategies to safeguard against emerging threats and vulnerabilities. Drives alignment with 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.?
- Develops and aligns others to a point of view on what needs to change regarding customer and partner-related processes, systems, and products. Leads customer and partner-related initiatives and takes accountability for driving these forward through the relevant business groups. Drives measurable improvements to the customer experience and works to influence change acceptance for other groups.
- Influences and supports programs that impact customer satisfaction (e.g., customer segmentation, crisis communication groups), incorporating security considerations into programmatic efforts and any systemic improvements.. Ensures the customer voice is included in planning and decision-making within key programs. Prepares customers for any changes that will be taking place to any products/services they use. Drives field awareness on proper escalation paths and involves leadership where appropriate. Understands business objectives and plans accordingly. Critically reviews multiple plans and adjusts as needed. Communicates and addresses necessary trade-offs. ?Implements metrics to drive continuous improvements. Drives the overall return on investment (ROI).
- Develops change management strategy and plans to support programs that impact customer, partner, and/or employee satisfaction. Ensures customer voice is included in change management strategy, planning and implementation activities (e.g., communication, messaging, training) within key programs. Prepares internal and external stakeholders to drive customer messaging. Identifies new change management activities to improve customer experience and adoption of changes. Influences adoption of change management activities from sponsor to customer. Proactively monitors and reports change management and implementation risks to sponsor/senior leadership for decision making. Ensures potential security impacts of changes related to the handling of sensitive information are proactively addressed.
- Navigates the Microsoft organization, hierarchies, and uses knowledge of key business drivers and stakeholder priorities to influence peer groups, partner teams and leadership (up to general management) in other organizations. Establishes and executes a standard approach to stakeholder engagement. Connects 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 leadership (up to general management) in other organizations.
Customer Experience Measurement & Insights
- Oversees the synthesis of research findings from quantitative and qualitative analysis to answer specific research questions. Oversees, reviews, and creates documentation for a portfolio of research that clearly explains insights and opportunities identified through research to inform and influence stakeholders at multiple levels. Communicates complex research findings from multiple research instruments with key leaders to drive actions that improve customer experience. Designs research approaches across a variety of research questions and supports research implementation. Manages priorities and relationships across multiple third party research agencies to ensure timely delivery of research outputs and delivery against contractual milestones. Ensures research is delivered in a manner that complies to security standards.
- Owns design of listening instruments and novel instrument design. Leads complex quantitative and qualitative analyses of experience and operations feedback and data. Holds accountability for customer research instrument design (e.g., surveys, in-depth interviews, focus groups, panel discussions) and stakeholder alignment at all levels to ensure successful delivery. Leads analytics approach and self-serve instrumentation design for common customer research scenarios. Ensures alignment to metric and analytical strategy and incorporates methodological best practices. Ensures visibility and usability of outputs are at the highest level. Manages one or more analytics and insights instruments. Ensures all research instrumentation meet data security standards and that instruments are secure by default.
Customer/Partner Obsession
- Advocates for and celebrates customer-centricity and a customer-obsessed culture and drives accountability for this within roles across the organization. Amplifies and models customer obsession and advocacy by identifying and sharing success stories and modeling customer obsession behaviors for others to follow. Works to instill a sense of ownership for customer loyalty and a customer-obsessed mindset in others. Incorporates the customer-obsessed mindset into all conversations to help drive culture change and to inform and enable decision making.
- Deeply understands the customer business in their particular domain (e.g., industry trends, key competitors), and learns about regional differences. Demonstrates a deep understanding of Microsoft products, services, and business models, how customers interact with them, and how they would impact customer businesses by advocating for outcomes aligned to customer needs. Acts as a subject matter expert of the customer's business for internal stakeholders.
Voice of Customer/Partner
- Leads the aggregation and/or analysis of customer, partner, market, and/or employee insights from multiple sources to provide actionable insights on specific customer groups (e.g., roles, industries, segments, geographies), ensuring security best practices for handling sensitive information. Leverages insights and analyses from other organizations (e.g., product groups, segments, Areas). Generates insights supported by credible data points and evidence. Ensures insights are in alignment with standards for accuracy, quality, and relevance. Leverages storytelling techniques to create compelling stories to share insights and business impact with internal stakeholders.
- 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. Drives consideration of potential security vulnerabilities and integrating solutions to secure customer experiences by default.
Embody our culture and values.
Qualifications
Required/Minimum Qualifications:
- Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ 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.
Other Requirements
Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
- Candidates must have an **active **TS/SCI and be willing and eligible to upgrade to TS/SCI (with polygraph). This role will require candidates to maintain the TS/SCI (with polygraph) clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required pre-offer and post-hire for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.
- Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
- Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance
Preferred/Additional Qualifications:
Bachelor's Degree Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
10+ year(s) experience managing cross-functional and/or cross-team projects.
10+ year(s) experience leading and managing customer facing projects.
Dependable communication skills, verbal and written, with experience communicating to multiple stakeholder groups such as engineering, customers, end-users, and executives.
Ability to work in a dynamic, fast-paced environment with lots of context switching.
Proven initiative and influence with demonstrated ability to solve challenging and complex problems requiring the effort and impact of a diverse cross team.
Demonstrated ability to engage with customers and partners to understand their business needs and priorities.
Customer Experience IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 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 - $222,600 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.**