Customer Engineering influences positive customer outcomes and provides a positive customer experience by generating actionable insights through customer feedback, identifying the drivers of satisfaction and dissatisfaction, determining the root cause, and establishing recovery actions to improve experiences. Acts as a trusted technical advisor to ensure customer readiness by facilitating technical discussions, enabling, and designing operational health and cloud readiness. Identifies opportunities to expand or accelerate cloud/support growth consumption, involving Account Team members, as appropriate. Leverages knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify opportunities to renew/grow contracts. Contributes to Intellectual Property (IP) creation and updates by identifying gaps through delivery, communicating gaps to others (e.g., Local/Product Management/Leadership), and creating new IP to fill gaps. Maintains a professional focus by sharing insights, participating in external communities, and identifying opportunities for improvement of a solution area. Learns new technologies or services aligned to business objectives and obtains relevant accreditations and certification(s). Identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with industry best practices. Role models operational excellence through compliance to established processes and support of organizational priorities.
Responsibilities
Customer Centricity
Understands how the work aligns with the service delivery plan by working with the Account Team. Reaches out to the Account Team to ensure a sales-to-delivery handoff. Builds and nurtures relationships with strategic customers/partners and internal teams as a partner and technical leader and leverages relationships to influence positive customer outcomes. Understands what the customer's desired business outcomes are. Understands and articulates value propositions and how the work is helping/supporting the customer to achieve their outcomes. Identifies other ways in which Microsoft can support the customer's business outcomes. Participates in account delivery reviews to share technical insights on the account and contribute to account technical strategy.
Guides other team members to focus on customer/partner experience through efficient delivery. Assists with recovery from customer/partner dissatisfaction as needed. Contributes to the customer recovery plan or proactively contributes to strategically improving the experience in collaboration with the Account Team.
Proactively collects and reviews customer/partner feedback (e.g., surveys, listening systems) on Microsoft products and services. Understands customer priorities and competitive threats and acts as the voice of the customer by synthesizing this feedback to provide insights, actionable feedback, and ideas for new offerings across the Account Team and Product groups. Proposes new initiatives to anticipate risks and supports team members in recovery situations. Advocates for the customer and shares customer success stories (e.g., cloud adoption, feature evangelism) with the wider internal team.
Business Impact
Contributes to increase in consumption (through success engagements and/or support delivery) and aligns with Account Team members on customer priorities to drive growth in consumption. Creates opportunities to expand or accelerate cloud consumption (including through cloud-related managed intellectual property [MIP]) and leads these customer conversations. Coaches others on successful contributions to cloud consumption.
Proactively uses knowledge of the products, services, and value propositions of Microsoft and its competitors in customer/partner conversations to identify opportunities to renew/grow Microsoft contracts. Embraces and creates opportunities for learning and readiness around the upsell processes. Builds and refines skills through initiatives (e.g., sales immersion, customer-facing skills), as appropriate. Coaches others on upselling and tracking impact.
Technical Leadership
Proactively identifies gaps through delivery and communicating those gaps to others (e.g., Leadership, managed intellectual property [MIP], Design, and Governance). Leads creation of new intellectual property (IP) to fill these gaps. Guides team members in providing contracted initiative-taking services across solution areas. Contributes or leads a workstream to assess and modify existing IP or creates repeatable content where applicable as a subject matter expert. Provides feedback on MIP, reports IP gaps, and submits, develops, and delivers complex (e.g., size, impact, customer environment) IP to consider for harvesting and curation. Ensures success through documentation, customer identification, etc.
Role models development of professional skills. Acts as a subject matter expert across communities to share technical and/or business insights. Drives and engages others to adapt to changes aligned with solution areas/services priorities. Participates in communities (e.g., speaking events, blogs, user groups) to demonstrate technical leadership on Microsoft technology. Identifies opportunities and proposes improvements for the solution area. Contributes to the roadmap for solution area and participates in solution area initiatives at the regional level (e.g., virtual teams, support area/global readiness).
Learns modern technologies or services in areas like regional, cross-cloud, cross-technology, compete as advised by the solution area leadership team. Acts as a role model for obtaining relevant accreditations and certification(s), in advance of deadlines. Influences community to drive technical readiness including initiative attainment (e.g., technical skilling) that drives competitive advantage for Microsoft. Helps colleagues with their readiness. Drives a readiness culture and leads others to get skilled in modern technologies or services aligned to business objectives. Partners with Product Groups on technical improvements and enhancements to contribute software assets (e.g., code, repositories, whitepaper updates, docs.Microsoft.com). Facilitates technical discussions and enables operational health and cloud readiness. Assesses gaps in customers’ skills, transfers knowledge to customers, and delivers offers to close customer skill gaps. Collaborates with the Account Team to build a customer readiness/customer success plan.
Independently identifies and anticipates issues and advises customers/partners to operate and optimize performance in accordance with Microsoft best practices. Identifies common themes across customers. Collaborates with customers/partners and internal stakeholders (e.g., Account Team members, Product Groups) to define success and future course of action. Role models operational excellence through compliance to established processes and supporting organizational priorities through compliance (e.g., expense policies, labor logging, data protection policies/standards, standards of business conduct, tools, and processes). Provides input/insights for improvement.
Other
Embody our culture and values
Qualifications
Required/Minimum Qualifications
Bachelor's Degree in Computer Science, Engineering, Business, or related field AND 4+ years experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, or related field
Experties on Windows Server administration, backup and disaster recovery, Microsoft Cluster Server, and System Center Configuration Manager.
OR equivalent experience.
Additional or Preferred Qualifications
Bachelor's Degree in Computer Science, Engineering, Business, or related field AND 6+ years experience in IT consulting/support, systems administration, network operations, software development/support, or related field
Master's Degree in Computer Science, Engineering, Business, or related field AND 4+ years experience in information technology (IT) consulting/support, systems administration, network operations, software development/support, or related field
OR equivalent experience.
Technical certification in Cloud (e.g., Microsoft, Amazon Web Services [AWS], Google, security certifications).
4+ years experience working in a customer-facing role (e.g., internal and/or external).
Hands on delivery, documentation on finding and mitigation plan, and technical workshops in Cloud.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.