AdresWith over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.
You have a passion for consistent, high-quality Dynamics deployments and want to establish and share best practices for the Customer Success team worldwide as we grow our implementation success service. You will have a role in shaping and driving the following: PMO methodology and templates, readiness and delivery team composition. While most of your responsibilities will be setting up our customer-facing teams for success, about a third of your time will be customer-facing as an executive sponsor and coach. While some travel may be required, you can work from home or a Microsoft office.
This role is flexible in that you can work up to 100% from home.
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.
Responsibilities
Delivery Program Methodology
Build and manage the delivery methodology for project quality advisory services, leveraging existing best practices within Microsoft and industry standards and innovating where necessary. Work closely with delivery teams to rapidly innovate and iterate on the approach and templates to drive consistent, efficient, high quality delivery.
Leverage deep implementation and program management expertise to proactively mentor and coach Cloud Solution Architects to lead engagements effectively in line with our methodology
Program Management Operations
Collaborate closely with CSA Managers, Resource Planning and other stakeholders to proactively align the right resources, to the right projects, at the right time
Collaborate closely with readiness leads across BizApps and CSU to prioritize skilling opportunities and maintain records of delivery team readiness and upskilling requirements
Collaborate closely with tooling and process teams to provide the operational infrastructure and reporting to run an efficient and profitable services delivery business.
Customer Centricity
- Customer Satisfaction: Drive positive Customer Satisfaction and enable our delivery teams to become trusted advisors to customers and partners, by leveraging Microsoft Business Applications implementation expertise. You will actively listen and respectfully challenge to drive the best outcomes.
Business Impact
Resolution of Customer Blockers: Identify resolutions to issues blocking go-live or broad usage of projects by leveraging technical/functional/project management subject matter expertise. Deliver all work according to MS best practices & policies and using repeatable IP.
Identify growth opportunities: Leverage knowledge of the products, services, and value propositions of Microsoft Business Applications in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.
Qualifications
Minimum Qualifications (RQs/MQs) :
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business or related field
Solid experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
Fluency in written and spoken English is required
Relevant experience working as a lead project manager and/or complex program manager
Additional Qualifications (PQs):
Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND high level of experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, consulting, and/or Microsoft Business Applications technologies.
Functional or technical certification in one or more Microsoft Dynamics 365 apps.
Experience using the Success by Design methodology with customers.
Fluency in a local language in your region is a plus.
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .
