Federal Customer Success Resource Manager

Last updated 6 days ago
Location:Washington, District of Columbia
Job Type:Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. Growth mindset encourages each of us to lean in and learn what matters most to our customers, to create the foundational knowledge that enables us to make customer-first decisions in everything we do. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us achieve our mission.

Microsoft Federal delivers a single unified organization centered around our customer: All critical customer functions are brought under the same organizational umbrella. Bringing together the breadth and depth in our space with a razor sharp focus on serving the U.S. Government.​ Our federal customers’ expectations of how to contract, interact, and partner with us are changing, and they need to evolve at the pace of the private sector. Launching a nimble, empowered organization with comprehensive resources allows us to work hand in hand with our customers to accelerate their technology innovation, whether through R&D or through direct contracting. ​

Microsoft Federal serves the U.S. Government (USG), allowing Microsoft to support the growing government business. The organization supports the capabilities and requirements to service USG through direct sales, contracting, and billing with the USG. Microsoft Federal entity will meet obligations of manage contracts with the USG through six business teams and three enablement teams.

We are committed to empowering our teams, building upon our strategic investments, and delivering the technology to achieve federal missions. As our federal customers pursue their work, from defending the nation, to serving its citizens in challenging times, they look to Microsoft to help them innovate, and they expect end-to-end engagement tailored to their needs.​

Microsoft has been committed to and continues to heavily invest in supporting our Federal Government. Microsoft Federal offers our full spectrum of products and services, including hardware, software, online products, and consulting and services.

Join us and be one who helps to empower the US government! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact.

"Microsoft Consulting Services: We help ensure Microsoft customers around the world get the best outcomes from their investments in the very latest Microsoft technologies and services. We are focused on empowering customers on their digital journey, from envisioning new possibilities to delivering and supporting solutions that result in a happy customer and greater consumption of products and services."

The Delivery Resource Manager works within Microsoft to own and manage resourcing for Consulting and Customer Engineering engagements. Aligning the right resource, with the right customer, on the right project is a priority for this role and requires strong collaboration and communications. You will need to leverage a breadth of skills - excellent planning, time management, decision making, and organization skills, along with a proven ability to effectively perform in a fast paced, high growth, rapidly changing environments. Fulfilling engagement staffing requests will require an understanding of technical skill disciplines and Microsoft priority areas, such as Microsoft Cloud Platforms and Artificial Intelligences, and an understanding of when to leverage the array of Microsoft resources to the benefit of the customer, including Microsoft Customer Engineering, Microsoft Consulting, vendors and additional Microsoft resources.

Responsibilities

This position is responsible for making prioritized staffing decisions, navigating through technical, political, and organizational complexity, and resolving conflicts to drive customer satisfaction. Achieving utilization and bench targets, fulfilling demand for Services resources (Consulting and Field Engineering) within defined service levels, and maintaining data integrity throughout the resourcing process are core requirement for the Delivery Resource Manager role. The role will also work with the managers of mixed consulting & engineering teams in assessing individual consultant and engineer skills, and assist with developing consultant/engineer readiness plans in order to increase the skills to meet the demands of the business.

Qualifications

Minimum of 5 years of experience in a technical professional services environment

Bachelor’s degree or equivalent work experience

Excellent interpersonal and influencing skills; able to resolve conflict with empathy

Ability to work and thrive in a highly dynamic and changing environment

Strong attention to detail, bias to action, and the ability to balance and prioritize multiple tasks

Excellent verbal and written communication skills

Strong analytical skills including the ability to produce analyses from data

Project management skills, some industry / technical knowledge and a familiarity with Professional Services organizations

Ability to provide and receive feedback in a constructive manner

The successful candidate must be a U.S. Citizen.

Citizenship Verification: This position requires verification of US Citizenship to meet federal government security requirements.

Cloud Screening: Candidates must be able to successfully complete and pass a Microsoft Cloud background screening. Required Cloud Screenings will be administered on a recurring bi-annual basis.

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.