Microsoft Corporation Principal PM Manager in Cambridge, Massachusetts
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design and implementation of Microsoft’s end-to-end customer experience strategy. With CE&S resides the WW Support & Customer Success Programs (WW S&CSP) team responsible for driving the offerings, programs and enablement for Microsoft customers’ most important cloud engagements throughout the lifecycle. The WW S&CSP delivers customer value through support and consumption, while meeting all contractual obligations and delivering outstanding customer experience with speed, efficiency, and innovation. Together we help our customers shift to the cloud and evolve their business.
Offerings, GTM and IP Management is part of the WW S&CSP organization and is responsible for the support business model, offerings, pricing, and GTM as well as the governance and management for the Customer Success IP catalog.
As the Customer Success and Support Director of Business Apps IP Development & Services Capabilities , you will oversee the professional services strategy and portfolio development, working with WW stakeholders across the company. You will manage a team of engineers who and have a deep technical knowledge of our Business Application Services and be accountable for setting the technical strategy, overseeing workforce planning, and ensuring all services are developed on time, with quality. You will foster relationships with field teams around the globe and establish closed loop feedback channels to ensure that every delivery delights our customers and drives the right outcome. This is a high impact and high visibility role that will enable the newly formed Customer Success and Support organization to reimagine and drive customer impact at scale. In addition, this role will also guide a set of strategic service capabilities, that span all solution areas, helping bring the IP portfolio together.
We are looking for a well-rounded leader with a proven ability to navigate complex stakeholders across the company, and an ability to speak to business and technical leaders at levels. If you are energized by ambiguity, able to work with empathy when under pressure, and operate with high confidence and interpersonal awareness, then this may be your next role.
Technical Strategy and Service Development- Partner with our business teams and technology partners to align and prioritize top business scenarios. Manage a team to translate business requirements and customer promises to technical solutions, develop the user stories, and oversee the development cycle while ensuring a high-quality bar. Partner with field teams to validate each service delivers on the customer promise and develop the reporting and measurements to support quarterly and monthly business reviews with senior leadership.
Engineering Excellence & Continuous Improvement- Build the team culture and supporting processes that accelerate time to market from planning through development and test. Ensure all priorities and initiatives are aligned with key stakeholders across Microsoft and track development timelines and customer outcomes for all inflight and net new investments.
Field Execution Enablement -through interaction with our field technical communities (Customer Success Architects, Customer Engineers, etc.), help ensure every release is thoroughly field tested and ready for our customers. Gain critical feedback and adapt to ever-emerging customer needs and expectations.
People Management- Contribute to and foster an exceptional and inclusive work environment. Build, lead, coach, and develop direct reports and a global v-team team to meet business objectives and ensure we continue to focus on the customer experience and outcomes our company counts to win in the market.
7+ years of experience with business applications and/or app development in a consulting or professional services role
3+ years of experience managing direct and indirect teams, hiring, developing, retaining high performing talent.
Forward thinking and strategic, yet pragmatic and with a knack for seeing things from multiple perspectives.
Enterprise customer experience
Strong leadership, executive presence, and with Microsoft HQ/Field organizational awareness.
Ability to gain confidence and sponsorship of internal and external stakeholders.
Passion for technology, customer experience, and the people side of change.
Equally comfortable with business stakeholders and development teams and able to translate between business requirements and technical strategy.
Ability to create clear, concise narratives to relay strategic intent and vision.
Proactive, forward thinking, able to quickly get past the problem statements, and to the recommendations and actions.
Relevant Bachelors’ degree or experience
Location/Travel: You may be based anywhere North America. You can expect limited global travel, less than 10%.
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
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