Customer Experience Partner Manager

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

This Customer Experience Partner Manager role is an individual contributor role in the Customer Experience & Success organization, reporting to the Customer Experience and Engagement Manager. This role is responsible for engagement readiness and execution—driving consistency, operational excellence, and high-quality customer engagements at scale for the CE&S CVP. The person in this role will manage complex, relationship-level customer experiences; coordinate intake and execution of customer engagements; and partner closely with sales, engineering, and operations teams to transform key customer journeys and deliver measurable customer and business impact.
The ideal candidate has a strong background in customer experience, program management, and operational rigor, with the ability to influence across teams and deliver in a fast-paced environment. This role requires an individual who is self-motivated, comfortable with ambiguity, and able to communicate clearly with senior stakeholders while driving high-quality outcomes across multiple concurrent engagements. 

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 Management: Lead complex, relationship-level customer experiences and influence improvements to key journeys; ensure learnings from engagements are converted into repeatable practices.
•    Mechanisms, Metrics, and Business Rhythms: Establish and run durable mechanisms (e.g., Monthly Customer Engagement Review inputs, upcoming engagements view, readiness checkpoints). Define success measures (quality, timeliness, throughput, stakeholder satisfaction), monitor trends, and drive continuous improvement.
•    Customer Engagement Strategy: Partner with leadership to refine engagement criteria and triage; execute approved outreach using standard narratives; and recommend process changes that improve customer impact and operational efficiency.
•    Templates, Briefs, and Quality Bar: Own and maintain meeting templates and standards. Drive brief quality for non-sponsored engagements—draft/coach to completeness and timeliness, perform first-pass QA (clarity, formatting, required inputs), and ensure materials are executive-ready when escalated.
•    Readiness Coordination & Execution Support: Own scheduling, coordination, and readiness details once commitment is secured; anticipate risks, unblock dependencies, and ensure the right stakeholders and artifacts are in place for high-quality execution.
•    Operational Efficiency & Scale: Generate operational efficacy that facilitates customer engagements in collaboration with related teams and individuals. Engage with 150–250 account teams annually to establish a strategic view on customer and partner engagements.
•    Cross-Group Leadership & Issue Resolution: Lead cross-group coordination to closure for customer issues directed to the CE&S CVP, including due diligence across field sales and engineering teams, organizing resources, and preparing crisp executive summaries and recommendations.
•    Executive Sponsored Customers (partnership): Partner to run the rhythm supporting executive-sponsored accounts, including building engagement plans with clear objectives, collating strategic customer insights, and tracking actions to closure to drive business and customer impact.
•    Data Quality, Reporting, and Governance: Own hygiene and accuracy for engagement data (e.g., CPE tracker fields). Create clarity on definitions and required fields, and drive compliance through simple guidance and lightweight governance.
•    Insights, Analysis & Storytelling: Surface operational signals, trends, and gaps; translate them into recommendations that influence leadership decisions and improve readiness, consistency, and customer o