Job Description

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft\xe2\x80\x99s 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 Global Customer Success (GCS) 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.

As a Director of Global Customer Success Insights, you will be responsible for driving Support Delivery insights and leading strategic initiatives to drive the integreation of Support Performance with Consumption & Usage Excellence initiatives. This includes helping to shape & drive reporting strategies, working cross-functional across Solution Areas and Engineering teams to enable and land insights to GCS and Field Leaders to drive the achievement of business goals and intended outcomes. In addition to business leadership on Delivery Insights, this role will partner with Delivery, Consumption & Usage Excellence, requiring strategic thinking, problem solving, project and program management skills as the individual will be responsible for keep the program on track, ensuring alignment across teams, and partnering closely with business leaders to ensure impact with the Field.

Microsoft\xe2\x80\x99s 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:

"Drive Unified Insights - Partner within GCS to drive unified sales & delivery insights that impact field performance in sales, consumption & usage across all solution areas.

Manages delivery excellence metrics & dashboards - Working cross-functionally, work across Microsoft Customer and Partner Solutions (MCAPS) Engineering, Data, Operations, and Tools (EDOT) and engineering groups to manage requirements for delivery Key Performance Indicators (KPI), prioritization of engineering backlog and creation & landing of field dashboards across the consumption, usage & delivery businessses.

Executing as One Microsoft - Partner with unfied insights and delivery excellence team to support field rhythms for the unified delivery, consumption & usage businesses, including support of Customer Success Unit (CSU) roles (Cloud Solution Architect [CSA] and Customer Success Account Manager [CSAM]) and identification & reporting integration into MCAPS ""one source of truth"" to improve visibility into key metrics and drive field accountabilities.

Drives the Operating Excellence KPIs for GCS - Leads the defining and tracking of success criteria and performance metrics (e.g., Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs]), across consumption, usage and unified performance & delivery for field leaders & solution areas. Drive the requirements of metrics, design and deployment of solutions required to support field leader reporting needs.

Planning as One Microsoft - Insights will drive discipline in consumption, ensure integrated connected customer planning & provide leadership with actionable insights to improve results to improve processes, working across tooling & business intelligence to improve future field tooling & reporting to better drive the business.

Microsoft Values - embody our and

Qualifications:

Required Qualifications

• Bachelor\'s Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement

• OR equivalent experience
• 5+ experience in analytics, sales operations, or sales execution

Preferred Qualifications

• 8+ years managing projects, including planning, managing timelines, and tracking progress, and/or change management experience.
• 5+ year experience using sales tools and platforms, such as Power BI (or similar data visualization tools) to collect, analyze, and visualize the sales data.
• Experience working in a large, internal global matrix.
• Experience with Customer Success or Commercial business areas, including sales, consumption & usage driving performance with solutioning and delivery.

Business Program Management IC6 - The typical base pay range for this role across the U.S. is USD $124,800 - $266,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 - $292,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:

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 .

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