Senior Program Manager

Last updated one month ago
Location:Redmond, Washington
Job Type:Full Time

The Microsoft Search Customer Success team is focused on creating customer value by accelerating consumption/usage of Microsoft Search solutions, through qualitative customer engagements leading to loyal customers. This team will leverage the data insights available from our metrics, and technical intensity to drive.

informed decision making to ensure that our customer interactions are context aware. In addition, the team will be partnering with different product groups, customer account managers, and field/customer engineers to provide desired outcomes for our customers by understanding their goals and needs, through engagements, and incorporating feedback, and drive continuous improvements into Microsoft Search through actionable insights.

As a customer success PM, you will be building and executing strategic programs and driving our customer success goals and objectives forward. You will be the voice of the customer, playing a critical role providing significant expertise and high judgment to distill diverse customer/stakeholder inputs and translate these insights into strategies that can help establish the vision and help design the right long-term solution for product evolution.

Responsibilities

Responsibilities

  • Establishing effective customer channels and customer success frameworks for customers & product team
  • Identify, create processes and framework to drive strategic customer relationships and feedback loops in shaping the product across different experiences.
  • Work with partner teams to drive awareness of customer needs and their business goals.
  • Identify & synthesize the role of Search in customers' digital transformation strategies and use it to identify common patterns across companies/industries.
  • Be the voice of the customer in technical conversations with TPM and Engineering with the ability to explain what our customers think of our solution (a collection of search features) with respect to their business goals and be able to evaluate the technical merits of a proposal before going back to the customers.
  • Be the first point of contact for customer issues, working with Customer and Engineering teams through the lifecycle of an issue.
  • Proactively work with key customers to keep them aware of upcoming changes, understand the value/motivators for customers to embrace Modern experiences & Microsoft Search by clarifying and sharing the roadmap, and the direction ahead.
  • Define/track key service goals & metrics; build optics & insights tools to measure customer (org wide or user) experiences and/or impact to enable driving adoption of Search in their enterprise.
  • Train and provide guidance to search SMEs in field and support.

Qualifications

  • A university degree (BS or MS) in Computer Science, related degree, or equivalent experience
  • Experience (5-8 years) designing and shipping high-quality software products at scale with technical in-depth along with strong program management skills in identifying and solving Experience (5-8 years) designing and shipping high-quality software products at scale with technical in-depth along with strong program management skills in identifying and solving
  • A university degree (BS or MS) in Computer Science, related degree, or equivalent experience
  • Proven track record of leading strategy for a global program and working with account teams and services team.
  • Proven track record of working across multiple stakeholders and making strategic recommendations to evolve high-profile, high-impact programs.
  • Excellent spoken and written communication as well as receptive listening skills with ability to present to different audiences (Executives, Customers, and Tech communities like MVP, Ignite).
  • Sound business judgment, a proven ability to influence others, analytical skills, and a proven track record of taking ownership, leading data-driven analyses, and influencing results.
Preferred
  • Strong customer focus and passion for doing what is right for the customer - relentless drive for results.
  • Self-starter, ability work independently and ready to deal with ambiguity.
  • Experience with data and metric analysis using COSMOS or PowerBI or similar platform is preferred.
  • Comfort in ambiguity of changing priorities and flexibility to new ideas within a fast-paced environment

Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.