Support Partner Success Manager

Microsoft•,

2d•$106,400 - $222,600

About The Position

The Support Partner Success Manager (PSM) is a delivery-oriented specialist within the Customer Success organization, focused on empowering Cloud Solution Provider (CSP) partners to build durable, AI-first support practices through Unified for Partners (UFP) Practice Builders. As partners increasingly handle customer cases, the PSM helps them mature their support capabilities to become self-sufficient, thereby reducing escalations to Microsoft and ensuring optimal customer experiences and resolutions. This role involves working with a portfolio of top partners to assess their support maturity across organizational, operational, and technical dimensions using the Support Capability Benchmark. The PSM will collaborate with Customer Success Account Managers (CSAMs) and Service Managers to co-author joint execution plans and deliver technical briefings, success programs, and operational intellectual property (IP) to enhance partner self-sufficiency. The core measure of success is reducing partner escalation rates to Microsoft while increasing case deflection and self-resolution. Microsoft's mission is to empower every person and every organization on the planet to achieve more, fostering a culture of growth mindset, innovation, and collaboration, built on values of respect, integrity, and accountability.

Requirements

Bachelor's Degree in Engineering, Computer Science, Business, or related field AND 6+ years experience in sales, industry channel sales, and industry sales OR equivalent experience.
Technical breadth across one or more Microsoft cloud areas (Azure, Microsoft 365, and/or identity and security)
Experience working with or within Cloud Solution Provider (CSP) partners, systems integrators, or managed service providers.
Working knowledge of support operations concepts such as incident and escalation management, monitoring and observability, root cause analysis, case deflection, and mean-time-to-resolution (MTTR).
Experience conducting maturity assessments or capability benchmarks and translating findings into actionable improvement plans.
Experience delivering technical briefings, workshops, or proactive services to technical and business audiences.

Nice To Haves

Relevant certifications (e.g., Azure AZ-104 / AZ-305, Microsoft 365 MS-102, Security SC-300, or ITIL).

Responsibilities

Lead structured Support Capability Benchmark assessments with assigned partners to baseline support maturity across organizational posture, operational capability, and technical capability; surface strengths and priority gaps.
Prioritize the highest-impact focus areas with the partner and map each to the right Microsoft proactive services, learning paths, and certifications.
Co-author a joint, partner-endorsed execution plan with Customer Success Account Managers (CSAMs) and Service Managers, securing partner sign-off on goals, owners, and milestones.
Align the plan to the partner’s business priorities and to Microsoft’s support self-sufficiency outcomes.
Drive partner support self-sufficiency by analyzing top call drivers and the partner’s support operations, and by scaling support best practices that increase case deflection and self-resolution.
Own reduction of the partner’s escalation rate to Microsoft as your core accountability, helping partners resolve more cases independently.
Deliver Support Technical Briefings, Support Success Programs, and operational IP that mature the partner’s organizational, operational, and technical support posture across Azure, Microsoft 365, and identity and security.
Position proactive services and case-enablement assets (for example, incident readiness, reliability and observability, and Well-Architected reviews) to create measurable deflection.
Track progress against the execution plan and contribute to Partner Success Delivery Reviews (PSDRs) with sponsoring partner leaders, adjusting focus as the partner matures.
Orchestrate delivery across the account team (CSAM, Cloud Solution Architect, Service Manager, and Partner Development Manager) and engage Microsoft technical resources when specialized help is needed.
Serve as a trusted support-delivery advisor to partner support and services leaders, building durable relationships grounded in outcomes rather than transactions.
Embody our Culture and Values.