Customer Experience Engineering IC3
Logistics, Sales & Operations · Program Management
In short
Le rôle de gestionnaire de programme au sein de l'équipe CE3 M365 Advanced Cloud Engineering (ACE) se concentre sur l'amélioration de l'expérience client avec la plateforme M365. Vous développerez des relations de confiance avec les clients stratégiques, comprendrez leurs besoins technologiques et leurs plans d'adoption, et travaillerez avec les équipes de support et de produit pour améliorer les services M365.
Responsibilities
- Be responsible for the customer’s support experience with M365 working closely with engineering
- Act as a Subject Matter Expert on at least one core workload (SharePoint, Microsoft Copilot, Exchange(Preferred), Microsoft Teams,) to assist a broad set of customers.
- Support M365 customers via a multiple of modalities in a 24x7x365 global support delivery team.
- Ability to go technically deep across M365 services and actively seek solutions to customer needs and communicate trends to leadership.
- Improve internal efficiency and customer happiness by finding opportunities to optimize existing processes and tools.
- Build a close working relationship with other engineering teams related to assigned service areas (ie, Messaging, Collaboration, Platform Admin), to leverage in case of escalations, as well as to drive product improvements.
- Lead and contribute your ideas and innovation to various M365 Service Improvement Programs and initiatives to advance our collective capabilities
Requirements
- Bachelor's Degree Engineering, Computer Science, Information Technology (IT), Data Analytics/Science, Artificial Intelligence (AI), or related field AND 2+ years experience in technology industry, cloud, technical support, and/or customer experience engineering OR equivalent experience.
- Ability to meet Microsoft, customer and/or government security screening requirements are required for this role.
- Minimum of 2 years’ experience in a customer-facing role, inclusive of interactions with internal stakeholders within an IT department
- Extensive experience working with customers on M365, application development and deployment
- Experience analyzing, troubleshooting, and providing solutions for technical issues
- Effective customer-facing and presentation skills
- Deep technical experience with 1 or more M365 products
- Solid problem-solving and technical leadership skills
- Works well in a global team environment
- Experience leading projects across multiple engineering organizations
- The ability to take complex topics and make them easy to digest for a wide range of audiences, from Tech Support to CIOs.
- Bachelor's Degree in Engineering, Computer Science, or related field AND 8+ years software industry experience related to technology OR Master's Degree in Engineering, or related field AND 6+ years software industry experience related to technology OR equivalent experience.
- 2+ years customer facing experience.
- Proven history of customer-obsession, including blog posts, how-to videos, etc.
- Experience analyzing, troubleshooting, and providing solutions for technical issues
- Understanding of and ability to migrate from various third-party platforms to Microsoft 365.
Desired Qualifications
- Certification in Microsoft and/or competing Cloud Technologies strongly preferred.
- Can include MSCE in Cloud Platform and Infrastructure, Core Infrastructure, Mobility or Productivity.
Benefits
- The typical base pay range for this role across the U.S. is USD $102,100 - $202,200 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 $133,800 - $219,200 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
Skills
Microsoft TeamsCopilotExchangeSharePointCloudM365
#M365#Copilot#Customer Experience#Cloud Engineering#Program Management
About Microsoft
Empowering every person and organization on the planet to achieve more
Every company has a mission. What's ours? To empower every person and every organization to achieve more. We believe technology can and should be a force for good and that meaningful innovation contributes to a brighter world in the future and today. Our culture doesn’t just encourage curiosity; it embraces it. Each day we make progress together by showing up as our authentic selves. We show up with a learn-it-all mentality. We show up cheering on others, knowing their success doesn't diminish our own. We show up every day open to learning our own biases, changing our behavior, and inviting…
Company
MicrosoftJob Posted
3 days ago
Employment Type
Full Time
Work mode
Hybrid
Salary
US$102,100–219,200 / year
Experience Level
Mid-Senior
Locations
United States
Qualification
Bachelor, Master
Applicants
Be an early applicant
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