Customer Experience Program Manager

2 weeks ago

Singapore Microsoft Full time

Are you passionate about customers, sellers, process improvement and operational excellence? Do you want the opportunity to influence and participate in the roll out of a once-in-a-generation change to Microsoft’s core commerce systems? Does the challenge of overcoming obstacles that others perceive as insurmountable excite you? Do you have an “One Microsoft” philosophy? If so, look no further than this opportunity within the New Commerce FastTrack Team.

This Program Manager role has responsibility for driving success with our Enterprise sellers in landing the customer value of the new commerce experience under the Microsoft Customer Agreement, increasing platform adoption and in turn, consumption, by ensuring sellers and their customers have a great end to end commerce experience. In this role, you will engage with the field to understand their customer’s key commerce needs, aligning the needs with the right sales motion and licensing vehicle, while documenting feedback on feature gaps to drive changes into commerce engineering, furthering the competitive advantage of our commerce solutions.

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**:

- Proactively drive the New Commerce value proposition while landing unique insights with every field and/or customer engagement.
- Help the field model their customer deals to demonstrate the fit gap analysis.
- Identify future feature needs or short term stop gap solution, policy, process, or training needs including leverage existing tooling to meet the unique needs of our Enterprise customers.
- Rigorous documentation on every interaction, ensuring we make data driven decisions to shape the commerce experience of the future.
- Build trust, confidence, and a solid network within assigned territory.
- Drive great CSAT from our sellers and customers.

PERSONAL ATTRIBUTES:

- Customer-oriented with strong verbal and written communication skills.
- Strong business acumen and ability to understand decision impacts.
- Self-motivated with the ability to influence strategy.
- Ability to collaborate across groups to achieve goals.
- Ability to understand and analyze complex business processes.
- Strong proficiency with learning new tools, analyzing data, and using it for decision making.
- Act with a sense of urgency.
- Relationship building skills, maturity, strong presentation skills, high degree of self-confidence.

**Qualifications**:
REQUIRED QUALIFICATIONS:

- 6+ years program management experience in Product/Commerce/Sales team understanding costumer needs and features that create customer value
- BA/BS in Computer Science, Engineering or Business or equivalent industry experience.

PREFERRED QUALIFICATIONS/EXPERIENCE:

- Customer facing sales or account management experience.
- Licensing and/or contract related experience.
- Proven experience using CRM tools for data driven experience enhancements.
- Familiarity with commerce systems from quoting to consumption.
- Familiarity with Azure Platform and Management portal desired.
- Microsoft Azure Marketplace experience desired.
- Proven history of landing customer experiences with documented results.

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