With over 17,000 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 Health and Growth (CHG) organization within CE&S is focused on accelerating Majors growth in consumption and usage, prioritizing Customer Health, Azure Consumed Revenue (ACR) and Copilot adoption by activating Unified, programs and partners as enablers to scale.
Do you have a passion for blazing new approaches that solve the most challenging customer scenarios and translating these solutions into scalable and reusable approaches through our field execution teams? If so, we want to talk with you. We are seeking an experienced Customer Health Architect to ideate, frame and help our fields execute for our fast-growing segment of accounts: Majors. In this role, you will deeply collaborate with sister teams to drive improvement in health outcomes, i.e., Proactive Resiliency within Azure Essentials, Support Improvement, Security Optimization and remove blockers to Azure consumption for Majors at Scale; you will amplify existing field Azure motions with an eye on Majors; you will share learnings to innovate where we can be better for our customers and our field teams. Majors is about scale and speed.
Do you enjoy working with Microsoft’s field teams and our customers, and can you see a long-term vision to help drive execution strategy to accelerate Majors customer success? Do you have a record of accomplishments employing strong business and organizational skills, orchestrating across ATU, STU, CSU, BG and GPS to deliver pragmatic and innovative solutions on time? Are you a growth minded leader who provides clarity, inspires change and creates energy across a broad base of teams, groups, customers and communities? If so, this role might be ideal for you.
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
Executive presence to build confidence and trust with corporate and field partners. Success in this role depends on strong collaboration across a variety of customers, partners, and internal Microsoft stakeholders.
Utilizes direction and strategy from leadership regarding business area of expertise in order to help create and execute plans that shift current priorities to new organizational initiatives and objectives, and influences others to change behavior accordingly.
Technical acumen to drive ideation, planning and operationalization of business strategy
Drive field and engineering relationships across Microsoft to ensure we are focused on unblocking customers as they onboard to Azure
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.
Versatile with proven ability to be adaptable in rapidly evolving business/org situations
Strong analytical skills, able to distill key insights from incomplete data
Broad knowledge of consumption trends & complications of pan-Azure business
Experience program managing and deploying programmatic strategies to our field teams.
Running the business: Reporting and overall business actionable insights for WW pan-Azure Customer Health
Validate and adjust strategy leveraging key Microsoft milestones (L1, SLT reviews, etc.), Act as Area v-team lead for critical Azure resiliency and health strategies/blockers.
Qualifications
Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement OR equivalent experience.
Be familiar with corporate enabling teams, field constructs and roles
Strong exec communications and presence. Know how and when to summarize and escalate issues.
Self-directed, team player: if I don’t know how to get something done, I’ll find someone at Microsoft that does.
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.
