Senior Customer Engineer - CTJ - TS/SCI

Microsoft has an exciting opportunity for a Senior Customer Engineer in the Cloud+AI Silver Team. This team is responsible for customer deployments within the air gapped environments.  In this role, you will have the opportunity to work with engineers who enable a broad set of Azure services to be consumed by internal and external customers in highly secured and regulated industries.

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. 

Customer Experience Execution

• Drives strategic and complex business planning (e.g., prioritization, people resourcing, fiscal year budget planning, objectives and key results [OKR] management) across multiple segments, audiences, and execution projects. Develops and executes plans on customer and partner opportunities across regions and segments, ensuring plans incorporate security strategies to safeguard against emerging threats and vulnerabilities. Drives alignment with relevant team leadership (e.g., region or segment teams, Marketing, Engineering) on planning projects and reviewing possible opportunities to ensure plans progress in a timely manner. Connects people and planning processes across regions and segments to ensure the customer and partner experience is integrated into business plans and decisions.?
• Develops and aligns others to a point of view on what needs to change regarding customer and partner-related processes, systems, and products. Leads customer and partner-related initiatives and takes accountability for driving these forward through the relevant business groups. Drives measurable improvements to the customer experience and works to influence change acceptance for other groups.
• Influences and supports programs that impact customer satisfaction (e.g., customer segmentation, crisis communication groups), incorporating security considerations into programmatic efforts and any systemic improvements.. Ensures the customer voice is included in planning and decision-making within key programs. Prepares customers for any changes that will be taking place to any products/services they use. Drives field awareness on proper escalation paths and involves leadership where appropriate. Understands business objectives and plans accordingly. Critically reviews multiple plans and adjusts as needed. Communicates and addresses necessary trade-offs. ?Implements metrics to drive continuous improvements. Drives the overall return on investment (ROI).
• Develops change management strategy and plans to support programs that impact customer, partner, and/or employee satisfaction. Ensures customer voice is included in change management strategy, planning and implementation activities (e.g., communication, messaging, training) within key programs. Prepares internal and external stakeholders to drive customer messaging. Identifies new change management activities to improve customer experience and adoption of changes. Influences adoption of change management activities from sponsor to customer. Proactively monitors and reports change management and implementation risks to sponsor/senior leadership for decision making. Ensures potential security impacts of changes related to the handling of sensitive information are proactively addressed.
• Navigates the Microsoft organization, hierarchies, and uses knowledge of key business drivers and stakeholder priorities to influence peer groups, partner teams and leadership (up to general management) in other organizations. Establishes and executes a standard approach to stakeholder engagement. Connects people and processes in the relevant area to ensure the customer and partner experience integrates into business plans and decisions to drive impact with peer groups, partner teams, and leadership (up to general management) in other organizations.

Customer Experience Measurement & Insights

• Oversees the synthesis of research findings from quantitative and qualitative analysis to answer specific research questions. Oversees, reviews, and creates documentation for a portfolio of research that clearly explains insights and opportunities identified through research to inform and influence stakeholders at multiple levels. Communicates complex research findings from multiple research instruments with key leaders to drive actions that improve customer experience. Designs research approac