Customer Experience Partner Manager

Microsoft•Redmond, WA

About The Position

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. This Customer Experience Partner Manager role is an individual contributor role in the Customer Experience & Success organization, reporting to the Customer Experience and Engagement Manager. This role is responsible for engagement readiness and execution—driving consistency, operational excellence, and high-quality customer engagements at scale for the CE&S CVP. The person in this role will manage complex, relationship-level customer experiences; coordinate intake and execution of customer engagements; and partner closely with sales, engineering, and operations teams to transform key customer journeys and deliver measurable customer and business impact. The ideal candidate has a strong background in customer experience, program management, and operational rigor, with the ability to influence across teams and deliver in a fast-paced environment. This role requires an individual who is self-motivated, comfortable with ambiguity, and able to communicate clearly with senior stakeholders while driving high-quality outcomes across multiple concurrent engagements. 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.

Requirements

Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 4+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience.

Nice To Haves

Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 6+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience.
Demonstrated understanding of customer interactions, with the ability to balance customer and internal priorities in proposed engagement strategies that deliver tangible business outcomes.
High attention to detail and operational rigor; results and action oriented with strong prioritization skills.
Proven ability to own mechanisms and operating rhythms end-to-end (intake, readiness checkpoints, reporting) and drive adoption across multiple stakeholder groups.
Business maturity and experience working with senior executives; able to influence outcomes through clear narratives, crisp recommendations, and executive-ready communication.
Understanding and respect for the complexity of a Microsoft seller’s job and the partner ecosystem.
Exceptional written and verbal communication skills; able to synthesize ambiguity into clear briefs, stakeholder updates, and leadership-facing stories.
Proficient program management skills, including managing multiple projects simultaneously, developing work-back plans, and driving cross-group execution to closure.
Thrives in a fast-paced, ambiguous, continually evolving environment with the ability to adapt plans and approaches in real time.
Experience managing repeatable engagement operations (templates/standards, brief quality, intake, scheduling, and readiness) and improving processes through measurable operational signals.
Excellent strategic planning, operational execution, and cross-group collaboration skills; ability to generate strategic customer insights and create executive-ready written narratives.

Responsibilities

Customer Experience Management: Lead complex, relationship-level customer experiences and influence improvements to key journeys; ensure learnings from engagements are converted into repeatable practices.
Mechanisms, Metrics, and Business Rhythms: Establish and run durable mechanisms (e.g., Monthly Customer Engagement Review inputs, upcoming engagements view, readiness checkpoints). Define success measures (quality, timeliness, throughput, stakeholder satisfaction), monitor trends, and drive continuous improvement.
Customer Engagement Strategy: Partner with leadership to refine engagement criteria and triage; execute approved outreach using standard narratives; and recommend process changes that improve customer impact and operational efficiency.
Templates, Briefs, and Quality Bar: Own and maintain meeting templates and standards. Drive brief quality for non-sponsored engagements—draft/coach to completeness and timeliness, perform first-pass QA (clarity, formatting, required inputs), and ensure materials are executive-ready when escalated.
Readiness Coordination & Execution Support: Own scheduling, coordination, and readiness details once commitment is secured; anticipate risks, unblock dependencies, and ensure the right stakeholders and artifacts are in place for high-quality execution.
Operational Efficiency & Scale: Generate operational efficacy that facilitates customer engagements in collaboration with related teams and individuals. Engage with 150–250 account teams annually to establish a strategic view on customer and partner engagements.
Cross-Group Leadership & Issue Resolution: Lead cross-group coordination to closure for customer issues directed to the CE&S CVP, including due diligence across field sales and engineering teams, organizing resources, and preparing crisp executive summaries and recommendations.
Executive Sponsored Customers (partnership): Partner to run the rhythm supporting executive-sponsored accounts, including building engagement plans with clear objectives, collating strategic customer insights, and tracking actions to closure to drive business and customer impact.
Data Quality, Reporting, and Governance: Own hygiene and accuracy for engagement data (e.g., CPE tracker fields). Create clarity on definitions and required fields, and drive compliance through simple guidance and lightweight governance.
Insights, Analysis & Storytelling: Surface operational signals, trends, and gaps; translate them into recommendations that influence leadership decisions and improve readiness, consistency, and customer outcomes. Provide inputs and raw material to communications partners as needed.
Event Planning: Plan and support customer and partner visits to the Microsoft Executive Briefing Center, ensuring engagements are appropriately leveled and supported with content and insights that address the team’s and the customer’s most critical priorities.
Travel Coordination: Maximize customer, partner, and field engagements during domestic and international travel, including aligning with local teams and stakeholders, preparing leaders for site visits, and driving follow-up actions and communications.