Usage Excellence Lead - Small, Medium, Enterprise Customers

Microsoft•Washington, DC

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. The Customer Advocacy team focuses on segment strategy, growth and innovation for very specific segments deemed as priority along with providing operational and strategic leadership for stage 4/5 activities in those segments, thereby driving market share and revenue growth. We’re looking for an experienced Usage Excellence Lead - Small, Medium, Enterprise Customers to join the Customer Advocacy team. This role will report into Small, Medium, Enterpise + Channels (SME+C) Leader and will manage the reporting, telemetry, and insight tools/dashboards across the the Usage dimension of consumption excellence. We are doubling down on the best practices for compounding the active users and consistent usage of AI solutions in SME&C. In addition to that focus, this role will work globally across the field to unblock issues, share best practices, and uncover insights into driving accelerated consumption. 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 relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 4+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles OR equivalent experience.

Nice To Haves

Master's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 6+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles OR Bachelor's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 8+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles OR equivalent experience.
Prior experience in sales excellence, consumption excellence role
Prior experience in focusing on MAU and DAU type metrics and generating impact

Responsibilities

Develops, manages, and executes Sales Strategy project(s) as a project/program lead through defining plans, goals, deliverables, feedback, and timing expectations, providing structure and guidance for others.
Working with sales leaders, strategy teams and sales excellence teams identifies key opportunities to influence and impact the increase of Usage across customer base and through partner network roles like ( PCSAM, PSM, PCSA)
Manages projects independently and/or in collaboration with appropriate stakeholders.
Manages key points of contact with internal teams (e.g., Finance, SMC & Digital Sales, Consumption Delivery Strategy & Excellence, etc.). Acts as a senior advisor to senior leadership, as a domain expert within Microsoft, leveraging deep technical/product/customer and business knowledge, market awareness, and subject matter expertise to inform strategic consumption planning decisions. Demonstrates influences through partners across multiple divisions. Provides career sponsorship to junior colleagues outside of Strategy function and is sought out by others for guidance and education. Ensures opportunities for junior team members to develop business partner relationships. Identifies compelling projects and positions the team to carry them out.
Uses developed tools to support the business, working closely with Business and Platform experts to hone in on specific data points.
Provides updates to the tool catalogue.
Identifies tools and platform issues and escalates to senior employees when necessary.
Communicates with field sales on business updates and plans within certain regions
Contributes to landing strategies across various Microsoft sales and planning activities (e.g., Consulting Sales Strategy, Sales Model, Pre-Sales Model, Account and Territory Planning, etc.).
Drives product consumptions within specific territories.
Synthesizes broad findings into insights across all divisions, including implications that inform business decisions on complex issues, leveraging executive presence to influence decisions and proactively driving solutions to high-impact strategic questions and unaddressed opportunities. Identifies and scopes expansive ideas for field and partner strategy.
Leverages insights to develop recommendations and provide thought leadership around potential future growth opportunities and strategic issues for Microsoft. Sells value of new efforts to business partners and/or senior leadership. Guides team through development of frameworks and methodologies to drive problem solving and insights. Guides senior leadership team with identifying and synthesizing business research insights. Maintains end-to-end view beyond just own solution area. Develops strategies that work over long-term (i.e., how fiscal year executions align with long-term strategy). Maintains responsibility for Horizon 1, 2, and/or 3 initiatives. Shares best practices with peers.