With over 18,000 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. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

We’re looking for an experienced Consumption Excellence Lead – Azure Success Manager to join the Customer Advocacy team. This role will partner with the Small, Medium, Corporate (SMC) segment of the business to lead a portfolio of strategic programs including a) Development of an Azure Success Manager (ASM) consumption toolkit b) Creation of SMC-specific Value Based Deliver offerings (VBDs) c) workstream project management for NPO (New Partner Offer) launch d) work across partners and internal teams to document the partner MCEM process and unlock critical pathways and process on lead generation, moving leads to committed, internal partner systems/integration opportunities, customer identification. This role requires extensive cross-functional collaboration across the Customer Success Unit (CSU), Small-Medium-Corporate (SMC), Global Partner Success (GPS), and external partners.

The Consumption Excellence Lead – Azure Success Manager role is a crucial role to support our strategic Cloud Solution Providers (CSP) partners adoption of deployment and growth practices. ASMs will work closely with internal Microsoft team members to guide CSP partners consumption maturity, scaling execution through partner of customer deployment and growth motions aligned to Stages 4 and 5 of the Microsoft Customer Engagement Methodology (MCEM).

This role is flexible in that you can work up to 100% from home.

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

• Develop stage 4/5 consumption practices for Azure Success Manager(ASM) motion

• Develop output driven maturity assessment for the ASM motion that can be easily leveraged by the team and the output easily measured

• Develop and own IAP and IAR input for ASM motion

• Partner with CE&S teams on VBD development for SMC-C and SMB motion

• Collaborate with partners and internal teams to document the end-to-end partner MCEM process.

• Define and refine criteria for identifying customers based on business goals and market analysis.

• Drive adoption of new processes and pathways across the organization and communicate changes effectively, emphasizing the ROI and providing necessary training guidance

• Foster relationships with partners, internal teams, and key stakeholders by acting as a bridge between business units, promoting a cohesive approach.

• Facilitate cross-functional collaboration to ensure alignment and successful execution.

• Work closely with cross-functional teams to move leads through the funnel, from initial interest to committed opportunities.

Business Program Planning and Design

• Supports and contributes to performing program landscape research and analysis (e.g., internal and/or external market, sales, delivery), forecasting, and examining business trends (e.g., customer feedback and expectations) to identify audience size and program scope, and stay current, agile. Collaborates with others to understand overall business goals, objectives, and strategies, as well as short- and long-term business priorities. Understands and identifies current program risks, impact, and mitigation plans in collaboration with others.

• Identifies internal opportunities to develop new programs and improve current ones with minimal guidance. Collaborate with others to identify root problems (e.g., root-cause analysis), define the program strategy, gather program requirements, identify resource needs, create the project plan and targets, and work across teams to align on the plan of record. Begins to improve operations of existing programs by applying industry methodology, defining program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues. Drives clarity in program issues and strives for simplification.

• Works with cross-functional (e.g., organizational, product, business) stakeholders (e.g., Engineering) to design programs from initiation to delivery with guidance. Collaborates to produce collateral (e.g., proposals, strategy walking deck, internal and external pitch content) to incorporate stakeholder needs and ensure the business objectives are met.

• Supports and contributes to define and track the success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), such as quality, adoption, usage, impact, and effectiveness for the program.

Business Program Excellence and Execution

• Collaborates to define and execute on landing and communication plans, such as the target audience(s) and communication strategy. Begins to maintain the rhythm of business (ROB) during plan execution to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Begins to independently work across teams (e.g., Landing, Design, Engineering, Supply Chain, Finance, Technical Program Management) to ensure all program requirements are understood and can be met.

• Works with others to evangelize programs to stakeholders, partners, and customers to gain buy in. Leverages data and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]) to demonstrate the value of the program and show business impact with minimal guidance. Begins to adapt communication style and storytelling strategy according to audience and business needs.

Business Program Management

• Assists others who overlook a portfolio of projects including the project plan, timelines, milestones, financial management, performance metrics, and/or resource needs for programs. Communicates the program status to relevant stakeholders and holds them accountable for following the established schedule, and risk mitigation plans and processes, with minimal guidance.

• Demonstrates an understanding of mapping or how systems work and impact one another. Collaborate with others who work with other teams (e.g., Supply Chain, Engineering, Sales) to ensure program processes are rigorous and executed efficiently. Helps develop processes around scope and scheduled changes for programs and communicates them to stakeholders.

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement

• OR equivalent experience.

Preferred/Additional Qualifications

• Bachelor's Degree in related fields AND 8+ years’ experience in program/project management Project Management Professional (PMP) certification or relevant experience/certification Agile certification, Scrum Master, Agile Certified Practitioner (PMI-ACP), or Professional Scrum Master One (PSM1) certification Certification in relevant industry.

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 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 $122,000 - $200,500 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

Microsoft will accept applications for the role until July 8, 2024.

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .