Principal Customer Experience Program Manager

About the role

Be part of a culture that pursues and celebrates excellence and drives innovation where success is a shared journey from a One Microsoft approach. As a Principal Customer Experience Program Manager on the Windows Commercial Scale Team, you will enable success for the Windows Commercial business by driving engagement with strategic partners (GSIs, Managed Service Providers, device manufacturers, and sellers) and empowering partner enablement at scale. The goal is to grow Windows commercial share by working through scale partners so that solving a problem once benefits thousands of downstream accounts. You will work directly with internal product engineering teams and external partners and customers, developing programs and approaches that scale success across a broad customer base.

At Microsoft, our mission to empower every person and every organization on the planet to achieve more guides how we partner with customers to deliver trusted, impactful solutions. With a growth-mindset culture, we innovate responsibly and measure success by shared progress, people, teams, and customers.

Responsibilities

• Develop partner-specific strategies and drive partner selection and expansion decisions (customer scope, product stack coverage, geography, likelihood to adopt and produce feedback).
• Increase the install base health of the top partner-managed Windows customers by:
  • Driving technical resolution: Architect solutions with Windows and Intune engineering teams to prioritize and drive both product fixes and non-engineering fixes (pre-sales support, enablement, marketing assets, partner education).
  • Scaling through partners: Drive creation of reusable, packaged solutions based on partner experiences that scale to multiple partners, design experiments with partners, compile insights, and scale them to the broader ecosystem of unmanaged partners.
  • Partner signal: Engage strategic scale partners to collect product insights, Windows deployment and management pain points, manage escalations, and route aggregated signal to engineering to drive resolution.
  • Voice of the Partner: Act as the Voice of the Partner throughout the engineering planning process.
  • Enablement: Equip partners with Windows value proposition, roadmap, and compete messaging, and build partner-facing routes into Windows engineering.
• Evaluate customer strategies for product alignment and proactively advocate for enhancements to Microsoft solutions, using trends and insights to develop solutions proactively.
• Collaborate with partners to define conditions of success, gather requirements, and resolve potential blockers in deployments, adapting implementation as needed for optimal customer satisfaction.

Qualifications

Required Qualifications:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development.
• OR equivalent experience.

Preferred Qualifications:

• Experience working with external customers and/or partners, cultivating and sustaining positive, long-term interactions.
• Knowledge of Microsoft endpoint management products/services and the ability to drive technical conversations.
• Experience building and managing strategic partnerships in the technology ecosystem.
• Proven ability to translate partner and customer feedback into actionable product and engineering recommendations.
• Experience driving end-to-end deployment, adoption, and change management initiatives for enterprise customers.
• Proven ability to influence without authority and build trusted relationships across technical and business stakeholders.
• Strong written and verbal communication skills, including executive-level presentations and stakeholder engagement.

Pay

The typical base pay range for this role across the U.S. is USD $142,800 - $274,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $188,000 - $304,200 per year. Certain roles may be eligible for benefits and other compensation.