Microsoft Corporation Customer & Partner Experience Manager in Reading, United Kingdom

If you have a strong track record for cross-group collaboration skills, a drive for impact and influence at all levels of the company, then the Customer & Partner Experience (CPE) organisation has an exciting opportunity for you. As a CPE manager you will be keenly focused on driving improvements to customer experience & satisfaction, utimately driving loyalty.

You will serve as a trusted adviser to both internal stakeholders and Microsoft’s diverse partner community, enabling them to maximize satisfaction of Microsoft’s products and services working to identify and improve satisfaction and loyalty.

This is a unique position that blends influence with ownership to drive progress in the One Commercial Partner (OCP) organisation. There has never been a more exciting time to work in both the world of CX and with Microsoft, as the ecosystem transforms in light of new and innovative technology trends this role is at the forefront in ensuring Microsoft remains the best choice a partner could make.

Responsibilities

The CPE Manager is one of very few roles in the company that is responsible for looking end to end across all of Microsoft’s products, services, segments and programs. By doing so, CPE Managers can identify trends that enable us to solve problems, mitigate risks in order to address challenges and remove sales blockers which helps us sustain and grow revenue and compete more effectively. CPE Managers are responsible for taking an outside-in view of the partner experience.

This role enables Microsoft Partners to grow their cloud business, retain existing customers, and enable customer satisfaction as a key differentiator of our value proposition in the market.

Partner Listening & Insights: Gather and analyse customer feedback and signals through Voice of Customer and Partner channels, local insights, Business Intelligence and analysis, owning programs and listening mechanisms and working with others to bring in insight from across the business to drive a complete picture of customer / partner insight.

Influence and Land Partner Health Improvements: Provide partner evidence and ensure execution of actions critical to customer satisfaction at local and global level. Examples include successful account transitions, delivering a breakthrough with contactability to ensure we have the right scale relationship programs in place, and champinining a partner centric culture through local award programs.

Cross Functional leadership: Build and grow effective and inclusive v-teams across the business to drive customer obsession, in line with project, program and functional goals. Acting as a both a strategic advisor and world class executor to the seniro leadership team of both Marketing & Operations and One Commercial Partner.

Crisis Communication & Partner Engagement: Built new motions for enabling Microsoft to better support it’s partners through times of disruption, including technological (service incident), poltical and economic.

Qualifications

Multiple years of previous experience with

  • Program management Experience: Ownership of programmatic and potentially customer loyalty, culture and change management programs

  • Orchestration of strategic and complex business planning (orchestrating across multiple segments and audiences) and execution

  • Excellent collaboration skills and ability to partner with others, through effective and relevant communication

  • Strong customer engagement and storytelling skills

  • Managing or leveraging a broad set of customer, market and competitive listening systems and intelligence to identify key trends and insights in order to prioritization, decision making and execution across the company

  • Data interpretation and management skills, to help tease out local trends and insight from disparate data sources, to build a picture and deeper understanding.

  • Energised by the art of the possible, with a can do attitude and genuine excitement about the opportunity Microsoft can make to our customers and partners – demonstratable examples of customer / partner engagement management and insights preferred.

Education:

  • Strong Analytical/Excel skills required. Power BI a plus

  • Bachelor’s Degree (BS or BA) preferred

  • Relevant fields of study include Sales, Marketing, Change Management, Organizational Development.