Principal Customer Experience PM

Microsoft

About The Position

Microsoft 365 is redefining how work gets done in the era of AI. We are seeking a Principal Customer Experience Program Manager to lead where impact matters most: deeply understanding customers, learning from their experiences, and translating those insights into product and go-to-market improvements that drive wins and long-term success. This role requires going deep with customers, particularly must-win and switcher accounts, to understand their end-to-end journeys, uncover friction, and establish tight feedback loops that raise the bar for Microsoft 365. You will operate at the intersection of customers, product engineering, field sales, external partners, and internal stakeholders, driving high-impact motions that accelerate the path from competitive displacement to rapid deployment, adoption, and durable value realization. We are looking for an experienced Principal PM to drive business success for Microsoft 365 across a broad set of strategic commercial customers. Key outcomes include winning new business, in-depth engagement with select customers, and orchestrating migrations from competitive platforms and on-premises solutions to Microsoft 365. In this role, you will synthesize customer and switcher signals, influence product roadmaps to unlock new capabilities, and ensure fundamentals, simplicity, and AI-first experiences meet the expectations of the most demanding customers. The role combines product thinking, technical depth, business analysis, cross-team leadership, and significant external customer engagement, with a strong emphasis on customer obsession and delight. 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, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 10+ 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.
8+ years of success in complex technical engagement management and/or program management required.
Leadership: This role requires effective communication skills and the ability to demonstrate executive presence and confidence when engaging with customers at all levels.
Demonstrates the ability to lead and empower teams made up of Microsoft, partner, and customer contributors, fostering collaboration and alignment to deliver complex solutions that drive overall customer success.
Relationship Building: Proven track record of building relationships with senior customer executives in large or highly strategic accounts.
Experience in managing various stakeholder relationships to get consensus on solutions/engagements required.
Demonstrates effective engagement management skills, including planning and managing a portfolio of engagements, driving cross‑group collaboration, orchestrating resources effectively, communicating with clarity, applying strong analytical capabilities, and maintaining exceptional attention to detail.
Collaboration and Communication: Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication.
Demonstrates effective presentation skills and is comfortable engaging large audiences across all levels of management, including senior executives, IT leaders, database administrators, and business decision makers.
Technical: Experience with cloud and hybrid infrastructures, architecture designs, and preferred migrations.
Knowledge of market trends and competitive insights are a must.
Understanding partner ecosystems and the ability to leverage partner solutions to solve customer needs.

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 12+ 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 15+ 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.
Prior work experience in consulting, delivery management and deep knowledge of competitive products and platforms position focused on collaboration and workforce productivity.

Responsibilities

Lead customer engagement and growth program with select must win customers, driving measurable business outcomes across Microsoft 365 through competitive wins, customer acquisition, migrations, and sustained usage in complex, ambiguous environments.
Own end-to-end customer success motions for strategic commercial customers, partnering with field sales, account teams, FastTrack, and partners to plan and execute high-quality engagements across cloud and on-premises workloads that accelerate deployment and value realization.
Represent the voice of switchers and strategic customers, engaging deeply and directly with customers to triage, prioritize, and operationalize feedback, and translating competitive insights into clear, actionable signals that influence product strategy and execution.
Influence product direction and platform evolution, partnering with Microsoft 365 product teams to balance customer needs, technical constraints, cost, and opportunity while improving fundamentals, simplicity, and AI-first experiences.
Drive cross-organizational alignment without authority, connecting stakeholders across engineering, sales, customer success, partners, and leadership to unblock issues, anticipate systemic risks, and ensure cohesive execution.
Define success metrics and operational rigor, establishing usage signals, health indicators, and leading metrics to guide decision-making, measure impact, and continuously improve customer outcomes.
Ensure high-quality delivery of partner and FastTrack services, improving customer experience, accelerating migrations, and driving durable adoption of Microsoft cloud services.
Communicate progress and insights to senior leadership, regularly presenting plans, customer showcases, competitive reviews, and executive briefings, including support for conferences, events, and leadership engagements.
Raise the bar for program excellence, operating with multi-quarter ownership and accountability, proactively addressing systemic challenges, and serving as a role model and thought partner within the PM community.

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