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With over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Global Customer Success Team (GCS), an organization within CE&S, is responsible for helping customers achieve their business outcomes through their investment in Microsoft. We help customers digitally transform by helping companies empower their employees, engage their customers, and optimize their operations. These digital transformations are driven by our Customer Success organization as well as our Partners.

We are looking for a highly motivated and passionate leader to join the Insights and Consumption Excellence Team as the Senior Director Business Program Manager – Usage Excellence . This role will lead Usage Excellence across our corporate and field teams. This critical team lead role creates and owns programs to enable healthy customer usage and expansion potential for Modern Work, Business Apps and Security Solution Areas, driving both renewal and expansion revenue in collaboration with our field teams and Partners. By joining the Global Customer Success team, you will play a critical role in the company.

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

Strategic thought Leadership + Program Management

• Envision and execute the Usage Excellence strategy for the Copilot, Modern Work, Security and Business Applications solution set across the Customer Success organization to drive consumption and utilization of the Microsoft Cloud

• Develop the execution strategy, and program-based approach to scaled execution to achieve Usage Excellence goals, KPIs and OKRs.

• Collaborate and engage across organizations to drive impact on Usage through our field teams and partners and increase engagement across Customer Success.

• Synthesize the various business insights from the organization and stakeholders across Customer Success and Microsoft to identify risks and opportunities to drive impact.

• Align Usage Customer Success objectives with go-to-market activities and sales motions.

• Create clarity and generate energy across the organization to drive impact through Usage Excellence.

People Management

• Provide management, leadership and support for the Usage Excellence team.

• Deliver success through empowerment and accountability by modeling, coaching, and caring.

• Attract, retain and grow top talent and foster a diverse and highly inclusive team environment.

Other

• Embody our culture and values .

Qualifications

R equired/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement

• OR equivalent experience.

• 6+ years management (e.g., people, project, process, vendor, change) experience.

• Ability to drive creation and ownership of complex cross-team business processes in a large, distributed organization

• Understanding of Customer Success functions and their role in supporting customer solution adoption required

Additional or Preferred Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 12+ years experience in programmanagement , process management, process improvement

• OR Master's Degree in Business, Operations, Finance or related field

• 10+ years program management experience, process management, process improvementOR equivalent experience.

• 8+ years people management experience.

• Understanding of digital transformation business drivers, cloud platforms and Microsoft Modern Work, Security and Business Application Solutions required

• Ability to orchestrate, lead, and influence virtual teams. Presentation skills with a high degree of comfort with both large and small audiences at different levels of organizations required

• Understanding of cloud software solution sales process in a large, geographically distributed and multi-solution organization required

Business Program Management M6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until November 28, 2024

#CES #GCS

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) .