Customer Engagement Lead

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With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Customer Advocacy''s team mission is to incubate and scale innovative new business models and customer experiences. The team leverages adaptive leadership principles to drive large-scale change transform business models across SME&C, Digital Natives & ISVs, Education, and other industry-specific customer segments.

The Customer Engagement Lead is responsible for leading all aspects of customer engagement on behalf of the Customer Advocacy org. This role will lead everything from end-to-end coordination of senior executive sponsored accounts, to collaborating with executives and creating proof of concepts, to achieving global solutions at scale. This leader will help shape the future of work for our customers.

This role will look left to right, partnering horizontally with accounts teams across Microsoft to think proactively and strategically about opportunities to drive successful engagements with customers. In addition, the Director of Customer Engagement will partner closely with customers at the C-suite level to tap into unrealized value, identify issues, and provide actionable and comprehensive solutions to customers’ problems.

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.

Required/Minimum Qualifications

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8 years experience in program management, process management, or process improvement, consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback or intelligence program management

• OR equivalent experience.

Additional or Preferred Qualifications

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 13+ years experience in program management, process management, or process improvement, consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback or intelligence program management
  • OR Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 10+ years experience in program management, process management, or process improvement, consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback or intelligence program management
  • OR equivalent experience.

• 3+ years of direct customer experience, ideally in a CSAM, CSA or Account Executive or similar customer-facing role.
• Experience in customer-facing role with a proven track record in managing complex customer relationships and transforming customer journeys.
• Excellent strategic planning, operational efficiency, and collaboration skills. Ability to generate strategic customer insights and manage customer issues effectively.
• Exceptional messaging and writing skills, superb attention to detail, strong ability to prioritize and execute in a complex environment, highly organized, and results-oriented.

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 April 7, 2025.

#CES #CA

• Customer Engagement Management: Lead and manage the most complex relationship-level customer engagements, ensuring proactive and high-touch experience for large accounts
• Customer Engagement Strategy: Evolve and execute the established customer engagement strategy aligned with the team's goals and objectives. Improve the criteria and triage process for directing customer engagement activities and mitigations.
• Collaboration and Project Management: Coordinate and manage to closure all customer issues directed the GM, Customer Advocacy, including conducting due diligence across field sales and engineering teams, organizing resources to resolve issues, and preparing and summarizing information for the leader.
• Executive Sponsored Customers: Run the rhythm of the business to support executive sponsored accounts, which includes continuing and improving the current process, solid engagement plans with clear objectives, collating and providing strategic customer insights and efficient tracking of actions that will contribute to direct business and customer impact.
• Additional responsibilities may include:
  • Lead all aspects of customer engagement on behalf of Customer Advocacy.
  • Coordinate senior executive sponsored accounts end-to-end.
  • Collaborate with executives to create proof of concepts and achieve global solutions at scale.
  • Partner with C-suite customers to identify issues and provide actionable solutions.
  • Ensure high standards for customer relationships and serve as an escalation point for customer issues.
  • Act as an executive sponsor for accounts and a trusted advisor for customers and partners.
  • Help customers digitally transform and coach teams to build customer engagement.
  • Gather customer insights and ensure feedback loops to stakeholder groups.
  • Coordinate with colleagues to support programs and processes.
  • Leverage digital tools and technology to engage customers and build partner relationships.
  • Engage with C-suite executives and coach teams on senior executive engagements.
  • Set standards for customer satisfaction metrics and incorporate feedback into future engagements.
  • Identify key trends causing customer dissatisfaction and work to resolve issues.
  • Set a culture of customer obsession and ensure teams liaise with Customer Partner Experience (CPE) to generate outcomes.
  • Take ownership for issues, reach out to customers to reinforce engagement, and share learnings with the broader team.
• Other:
  • Embody our culture and values.