Microsoft Corporation Business Program Manager - Support & Customer Success in Chevy Chase, Maryland
Are you an experienced Delivery Lead with a desire to apply your skills at global scale to support our Customer Success Field teams? The WW Customer Success Programs business is looking for a passionate and purposeful to join our WW Business Engagement and Delivery Quality team.
As part of the Customer Experience & Support Organization (CE&S), our goal is to achieve 3 things:
Create customervalue byaccelerating consumption/usage
Deliver an easy andconnected experience
Build trust through customer centricity
Delivering on these areas of focus is our mission and will help us create a material impact on the business, empower our field teams to more effectively enable growth and consumption, and create even more value for customers.
Our team is seeking an experienced, results driven Program Manager to lead the creation of programs to drive the adoption of changes that impact our Customer Success support roles globally. The role will focus on Delivery-related programs and projects that are aligned to Microsoft’s Support program goals - specifically to achieve a “differentiated digital customer experience”. The role is highly collaborative, and you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results.
A successful candidate should be comfortable working within a highly matrix-driven multinational organization, exhibit solid organizational, communication, and presentation skills, and have a strong customer focus.
Partner with stakeholders in the WCB - CS Organization, CSUs, and subject matter experts to identify and prioritize CSAM delivery enablement priorities, across all segments. This includes influencing, as well as being influenced by stakeholders
Define and execute on Change Management plans to drive adoption of the new CSAM and CSAM Manager roles, including tools and associated processes
Define Coaching Plans as required for reinforcement and to mitigate Delivery management adoption gaps
Consult on the creation of KPIs to monitor adoption with SMEs and Design Teams
In partnership with the Delivery Design and Management Program Team, create TZ adoption plans that focus on the Service Delivery Methodology behavioral change across all segments.
In partnership with the Learning Org, define learning plans/skills required for Customer Success support roles
Support Area TZ Enablement Teams in their Delivery-focused work
Participate in and sometimes drive regular TZ/Area and TZ/Corp syncs
Facilitate Area escalations from Field delivery teams
Document and share successful delivery practices
What would success look like?
Adoption of Support delivery practices, both at the practitioner (CSAM) and manager (CSAM Manager) levels – in partnership with other WW Support and Customer Success Program teams
Field support professionals (CSAMs) have mastered and adopted the new Account team Orchestration model and are demonstrating practical application of applying this to successfully deliver to customers and are delivering value in the Unified model to modernize and transform our customers
Field Delivery managers (CSAM Managers M1/M2) are clear on how to manage and optimize the delivery of portfolios of Unified contracts, coaching where required to uplevel their teams in customer account planning, cloud portfolio management and technical intensity.
The ideal candidate will:
5-7 years of delivery management experience in the Field either in a Support Delivery role or within Customer Success, or equivalent
Have strong communication capabilities nurtured within a Microsoft Customer Success/Support context
Experienced in working with multi-national / multi-cultural teams
Ability to work and create structure in complex and ambiguous situations and respond flexibly in time sensitive situations
Knowledge and experience in Microsoft’s Support business (Premier and Unified Support), Support Offerings, and Delivery methodologies
Fluency with PROSCI CM Framework
Proficiency in process improvement and passion for enhancing customer experience
Experience of working remotely in a matrix environment (ie achieving results through influence, not direct control)
Understanding of Microsoft product and technology portfolio
Analytical problem solving with ability to create structure solving complex problems
Impact, influence, and ability to deal with ambiguity
Certification in Azure Fundamentals, D365 Fundamentals, M365 Fundaments, AI Fundamentals, or Cloud Fundamental frameworks
Travel/Location: You will be required to travel, up to 25% for connecting with the Customer Experience and Success team and area teams. A flexible schedule including remote work is possible.
Candidates located in the Greater Seattle Area would be preferred, however the role is open to remote working individuals who are connected to Seattle by frequent, reliable and reasonably distanced direct airlinks.
This role will report to the Delivery Programs and Support Enablement Director in the WW Support and Customer Success Programs organization.
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) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.