Microsoft-posted 4 months ago
$139,900 - $274,800/Yr
Full-time • Senior
Remote • Reston, VA
Publishing Industries

Microsoft has an exciting opportunity for a Principal Customer Experience Program Manager in the Cloud+AI Silver Team. This team is responsible for customer deployments within the Silver and Sovereign environments. In this role, you will have the opportunity to work with engineers and teams across Silver and Sovereign who enable a broad set of Azure services to be consumed by internal and external customers in highly secured and regulated industries. 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.

  • Reviews and independently conducts customer business model and industry research and proactively ensures alignment across multiple team resources to address potential varied and dynamic complexities with customer issues/solutions within scope and drive customer acceleration in conjunction with product outcomes.
  • Identifies met and unmet customer needs that are not feasibly executed/cannot be committed for product planning.
  • Prioritizes product needs and development based on time, cost, and resources.
  • Redesigns the customer strategy to accommodate for the product priority.
  • Proactively creates and maps Microsoft solutions to customer requirements and environment, leveraging deep technical expertise within the customer industry, customer business goals, and technical capabilities to align solutions that meet customer needs.
  • Collaborates with customers and/or internal stakeholders to communicate strategy and align solution implementation timeline, provide updates, and adapt plans to changing goals.
  • Works with team to provide technical expertise to customer and enable opportunities for evangelizing and optimizing the product and use case, allowing for further integrating of platforms and solutions into the customer business, driving product usage.
  • Anticipates highly complex product/solution-related requests or issues from customers.
  • Acts as a trusted product advisor for the customer.
  • Proactively identifies potential customer needs and plans for resolution.
  • Consistently meets customer-identified needs.
  • May help to define complex product and program strategy from customer interactions.
  • Delves into customer conversations to discover unmet needs and starts to innovate processes to more efficiently accelerate customers, based on their capabilities and goals, across multiple product groups.
  • Efficiently executes customer solutions and projects, scaling as possible.
  • Closely collaborates with and coordinates teams of architects and engineers to relay customer goals and enact actionable solutions.
  • Resolves day-to-day issues within scope before escalation to other engineers.
  • Independently impacts complex platform/program strategies and solution approach widely for current and future customers.
  • Coordinates engineering resources for sales teams in customer interactions to accelerate deal closing and technology adoption.
  • Provides trends to engineers on client strategy, current capabilities, and digital environment.
  • Models how to qualify if the customers have met the conditions of success.
  • Resolves customer-identified and self-inferred potential remaining complex blockers of deployment and/or escalates to the technical expert, if needed.
  • Documents client processes and learnings during customer projects and engagements to identify complex patterns in insights for process development.
  • Identifies potential issue areas for implementation.
  • Relays complex and innovative development opportunities and/or prioritizes customer goals in alignment with internal development.
  • Evaluates customer short- and long-term strategy effect on product alignment, with consideration for other customer's priorities.
  • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
  • Candidates must have an active TS/SCI and be willing to upgrade to TS/SCI (with polygraph).
  • Ability to meet Microsoft, customer and/or government security screening requirements.
  • Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.
  • Industry leading healthcare
  • Educational resources
  • Discounts on products and services
  • Savings and investments
  • Maternity and paternity leave
  • Generous time away
  • Giving programs
  • Opportunities to network and connect
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