Principal Customer Experience Program Manager - CTJ - TS/SCI

Microsoft has an exciting opportunity for a Principal Customer Experience Program Manager in the Cloud+AI Silver Team. This team is responsible for customer deployments within the Silver and Sovereign environments.  In this role, you will have the opportunity to work with engineers and teams across Silver and Sovereign 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. 

Responsibilities

Architecture and Adoption Consumption

• Reviews and independently conducts customer business model and industry research and proactively ensures alignment across multiple team resources to address potential varied and dynamic complexities with customer issues/solutions within scope and drive customer acceleration in conjunction with product outcomes. Identifies met and unmet customer needs that are not feasibly executed/cannot be committed for product planning. Prioritizes product needs and development based on time, cost, and resources. Redesigns the customer strategy to accommodate for the product priority. Proactively creates and maps Microsoft solutions to customer requirements and environment, leveraging deep technical expertise within the customer industry, customer business goals, and technical capabilities to align solutions that meet customer needs. Collaborates with customers and/or internal stakeholders to communicate strategy and align solution implementation timeline, provide updates, and adapt plans to changing goals. Works with team to provide technical expertise to customer and enable opportunities for evangelizing and optimizing the product and use case, allowing for further integrating of platforms and solutions into the customer business, driving product usage. Enables engineers to provide customers with solution implementation success and advancement of Microsoft technology use.
• Anticipates highly complex product/solution-related requests or issues from customers. Captures comprehensive and complex product insights based on customer needs and requirements to further develop the product, synthesizing insights across some customers. Answers complex program/project management related questions and directs highly technical questions to the appropriate expert (e.g., developers, feature project managers [PMs], other engineering product groups) for resolution. Communicates with customers and engineers to identify root causes and blockers while providing updates and reassurances. Provides engineering team with necessary resources to address issues. Consumes engineering resources to proactively approach customer issues that are not clearly defined. Guides others to do the same.
• Acts as a trusted product advisor for the customer. Proactively identifies potential customer needs and plans for resolution. Guides others to do the same. Consistently meets customer-identified needs. May help to define complex product and program strategy from customer interactions. Delves into customer conversations to discover unmet needs and starts to innovate processes to more efficiently accelerate customers, based on their capabilities and goals, across multiple product groups. Efficiently executes customer solutions and projects, scaling as possible. Closely collaborates with and coordinates teams of architects and engineers to relay customer goals and enact actionable solutions. Collaborates with multiple cross-functional teams of architects, engineers, and support to relay customer goals, evaluate suggested actionable solutions, and establish cadence for product adoption. Resolves day-to-day issues within scope before escalation to other engineers. Independently impacts complex platform/program strategies and solution approach widely for current and future customers. Proactively innovates from established plans and processes to better accommodate the customer capabilities and goals across multiple product groups in order to efficiently execute customer solutions and projects, scaling for multiple/complex enterprises as possible.

Enablement

• Coordinates engineering resources for sales teams in customer interactions to accelerate deal closing and technology adoption. Provides trends to engineers on client strategy, current capabilities, and digital environment. Provides resources and insight to enable pitches for complex, innovative product/feature-area pi