With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft's end-to-end customer experience.
Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
The Experience Strategy, Services, and Operations (ESSO) organization is leading the effort to create the desired customer experience through support offer creation, driving digital transformation across our tools, and delivering operational excellence across CE&S.
The Offerings Design & Management team (OD&M) owns commercial services that provide expert guidance and problem resolution to help customers get the most business value from all Microsoft technologies.
As a Business Program Management for Support for Mission Critical (SfMC), you will manage the in-market SfMC commercial offer that provides comprehensive full care for our customers' most critical workloads.
You will work closely with Delivery, Sales, and Operations and help drive the successful execution on the business strategy for the offer.
This role is flexible in that you can work up to 100% from home.
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**:
- Review product success metrics monthly for your offerings.
Use insights from the metrics to inform business strategy and to drive operational changes.
- Keep a rhythm with key HQ and field stakeholders to gather business and offering insights.
- Monitor changing legal and compliance requirements that may require adjusting the offering or its contracting language.
- Verify that delivery capabilities are fulfilling the offering promise.
Take corrective action if needed by working with Delivery and Operations stakeholders.
- Verify that the value proposition, positioning and outcomes are well understood by Sales teams and their customers.
Work with key stakeholders in Go-to-Market and Sales to adjust as needed.
- Monitor changing requirements in market, company, Engineering groups, etc.
And help inform offer evolution strategy.
**Qualifications**:
- Bachelor's Degree or equivalent in Business Administration, Computer Science, or related fields.
- 3-5 years of work experience in Business Program Management and/or Business Operations experience.
Product management in Professional Services or Customer Success is highly desirable.
- Broad knowledge of technology and Digital Transformation strategies.
- Outstanding teamwork and hands-on leadership skills.
- Global product and business strategy skills and experience.
- Master's Degree in Business Administration is a plus.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.