Remote Technical Program Manager
Microsoft · Vereinigte Staaten von Amerika, Vereinigten Staaten Von Amerika · Remote
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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.The Global Customer Success (GCS) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
If you are passionate about Data & AI solutions and are looking for an opportunity to innovate, influence and inspire the field globally and deliver tangible impacts, we encourage you to apply to learn more!
The Technical Program Manager role for Americas provides you with the leadership opportunity in Global Customer Success to drive Unified growth, evolve CSU(Customer Success Unit) by maximizing consumption and Unified execution, and building operational excellence on a global scale. You will partner closely with the Americas Data & AI regional lead and the field CSA(Cloud Solution Architect) managers to operationalise our execution priorities in Americas that are aligned to FY25 Data & AI solution plays and top customer workloads. You will lead the education and landing of Data & AI offerings and be the SME(Subjet Matter Expert) for creating and enhancing field enablement contents throughout the year. Your key measures of success are Data &AI ACR(Azure Consumed Revenue), UCR(Unified Consumed Revenue) and Enhanced Solutions growth, Repeatable Delivery mix, Value Based Deliveries Attach to Milestones, and healthy Customer Funded mix of the Areas you are responsible for.
This role requires deep knowledge of MCEM(Microsoft Customer Engagement Methodology) and role orchestration, Data & AI portfolio, Unified strategy and support delivery.
You are a great candidate if you have a good understanding of the One Unified Catalogue, CSA and CSA Manager tools. With this knowledge, will provide guidance to the field on a daily basis how our offerings drive value realisation and quality customer outcome.
We seek an individual who has a demonstrated track record of collaborating across multiple teams, business units and stakeholders and has the ability to influence field leaders and deliver success with grounded and hands-on approach that is actionable, credible and scalable to win their trust. Your mantra is to lead by example.
We are looking for someone who demonstrates proficient written and verbal communication and has an ability to capture complex topics and translate them to concise easy-to-understand explanations. You should be able to document and articulate these concepts and turn them into impactful and meaningful presentations. You need to have an understanding of technology and an experience providing guidance and direction to technical audiences, agility and drive towards the “big picture” while managing details.
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
Analysis of Customer and Field Signals
- Identify complex opportunities and gaps in our Data & AI consumption and support deliveries. Lead field feedback efforts to solicit gaps and adoption challenges and influence core teams to build solutions to address them in a timely manner.
- Identify highly complex patterns, generate hypotheses, run scrums, and build a plan to have an impact on our Data & AI offerings.
- Provide insights and recommendations to key stakeholders to make complex decisions based on data-driven identified risks and trade-offs.
- Develop good insights into the capabilities of our field CSAs, CSA Managers, CSAMs(Customer Success Account Manager) and STU(Specialist Team Unit)sellers.
- Understand deeply the key business performance metrics and the operational levers to achieve them. Develop plans to influence CSU leaders, field M2s and M1s and partner with them for execution with rigor.
- Develop insights that lead to productive courses of action to improve our delivery assets and tools adoption in the field.
- Provide direct field coaching and support where needed. Participate in top strategic support opportunities and provide coaching to the field team particularly where core incubation is required.
- Leverage field listening systems and channel our field needs to improve our offerings and delivery assets.
- Perform experiments on small, targeted group, iterate to scale to drive improvement in specific performance metrics that have measurable impact to our business KPIs(Key Performance Indicators) , week over week and month over month.
- Act as the SME of Data & AI Value Based Deliveries (VBDs) and Enhanced Solutions offerings in relevant field enablement community engagements as well as Area-owned enablement events.
- Be the best partner to CSAs, CSA Managers, CSAMs (Customer Success Account Managers). Ensure provision of valuable timely insights on skills and capacity demand to the field managers such that they can action on staffing needs.
- Maintain currency of relevant field enablement contents and ensure timely updates and integration.
- Capture best practices from field and promote sharing across teams, organizations, and regions. Ensure these best practices continue to evolve our field guidance with concise, high-quality contents.
- Contributions to team success and continuous improvement in team performance, not just in Unified Success, but also Data & AI Solution Area all up.
- Embrace an agile high-performance culture, have a sense of accountability and ownership.
- Maintain weekly and at times ad-hoc reporting rigor to derive key insights and actions by Areas and OU’s(Organizational Units).
- You will ensure the field reaches the Data & AI offerings sales and delivery targets via operational standards and maintain the health of metrics on a regular basis.
- Embody our culture and values
Required/Minimum Qualifications
- Bachelor's Degree AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 2+ years experience managing cross-functional and/or cross-team projects.
- Working knowledge of Microsoft’s Unified Support, Customer Success business, and Microsoft’s commercial cloud offerings.
- Bachelor's Degree AND 8+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- 6+ years experience managing cross-functional and/or cross-team projects.
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 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.
