Principal - Customer Experience Program Manager
About The Position
As part of Microsoft’s Windows and Windows Cloud product group, the Windows Cloud Customer Acceleration Team works with strategic customers through a data-driven customer and engineering feedback loop to support service adoption. The Principal Customer Experience Program Manager engages strategic customers across the Americas to address adoption and sales blockers and gather engineering insights that inform the development of Windows 365 and Azure Virtual Desktop (AVD). The role uses customer listening and technical expertise to influence product priorities and accelerate adoption of Windows in the cloud. This flexible role allows for up to 100% work from home and requires approximately 25% travel throughout the Americas, including visits to customer sites. The position partners with Windows 365 engineering, product managers, software engineers, product marketing, and internal and external partners to improve products, enable the deployment ecosystem, and deliver customer outcomes. The role requires passing Microsoft’s Cloud Background Check upon hire or transfer and every two years thereafter.
Requirements
- Bachelor’s degree in Computer Science, Engineering, Data Science, Math, Business, or a related field and 6+ years of experience in engineering, product or technical program management, data analysis, or product development; or equivalent experience.
- Ability to meet Microsoft, customer, and/or government security screening requirements, including passing the Microsoft Cloud Background Check upon hire or transfer and every two years thereafter.
- Ability to build solid, trusted relationships with customers, including business decision makers, CSOs, and IT leaders; direct customer experience is highly desired.
- Experience working with product managers, software engineers, and product marketing through the product development lifecycle.
- Experience identifying product gaps and advocating for customers, with a proven record of driving prioritization of product improvements based on customer requirements.
- Broad technical awareness and product knowledge across Microsoft 365 endpoint and desktop management, Microsoft desktop virtualization, and Microsoft Azure technologies, particularly networking and compute.
- Knowledge of software development methodologies.
- Willingness to travel to and work on-site at customer locations, approximately 25% of the time.
- Ability to communicate complex technical and business topics clearly to technical and non-technical audiences.
- Ability to operate effectively amid ambiguity, prioritize multiple high-impact customer engagements, and independently drive issues to resolution.
Nice To Haves
- Broad technical knowledge of Microsoft cloud and endpoint technologies, with experience in Windows 365, Azure Virtual Desktop, Windows, Intune, or related endpoint management technologies.
- Experience with Microsoft Azure networking, compute, identity, security, and hybrid cloud scenarios.
- Experience with enterprise desktop virtualization, application delivery, and modern endpoint infrastructure.
- Experience working directly with large enterprise customers and business and technology decision makers to support adoption and deployment of complex cloud technologies.
- Ability to translate customer business and technical requirements into actionable engineering priorities.
- Experience leading complex, high-impact customer engagements involving technical blockers, escalations, architecture discussions, and deployment or adoption challenges.
- Experience working across product management, engineering, support, sales, and field organizations to resolve complex cross-functional issues.
- Experience using customer insights and deployment learnings to influence product strategy, engineering investments, readiness, or go-to-market activities.
- Experience mentoring others and sharing technical and customer expertise.
Responsibilities
- Use enterprise customer knowledge and technical expertise to help guide the future direction of Windows 365 and influence the product roadmap.
- Use customer and technical expertise to train and enable the scalable deployment ecosystem and drive ecosystem investments.
- Collaborate with internal and external partners to identify business and technical requirements, build alignment, and drive continuous improvement.
- Build relationships with business decision makers, CSOs, and IT leaders; represent Engineering and explain Microsoft’s value proposition and services.
- Work with product managers, software engineers, and product marketing throughout the product development lifecycle to deliver strong customer experiences.
- Identify product gaps, advocate for customers, and influence prioritization of product improvements based on customer requirements.
- Lead customer engagements involving technical blockers, escalations, architecture discussions, and deployment or adoption challenges.
- Work across product management, engineering, support, sales, and field organizations to resolve complex issues and drive customer outcomes.
- Use customer insights and deployment learnings to influence product strategy, engineering investments, readiness, or go-to-market activities.
- Mentor others, share technical and customer expertise, and contribute to a collaborative team culture.
- Travel to and work on-site at customer locations, approximately 25% of the time.
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What This Job Offers
Job Type
Full-time
Career Level
Principal
