Partner Success Manager-Support
Logistics, Sales & Operations · Sales & Business Development · Customer Success
In short
As a Partner Success Manager-Support at Microsoft, you will empower Cloud Solution Provider (CSP) partners to build durable, AI-first support practices. This remote, full-time role focuses on benchmarking partner support maturity, co-authoring execution plans, and delivering technical enablement to drive partner self-sufficiency and reduce escalations to Microsoft.
Responsibilities
- Lead structured Support Capability Benchmark assessments with assigned partners to baseline support maturity.
- Co-author joint execution plans with Customer Success Account Managers and Service Managers, aligning to partner business priorities.
- Drive partner support self-sufficiency by analyzing top call drivers and scaling support best practices.
- Own the reduction of the partner’s escalation rate to Microsoft.
- Deliver Support Technical Briefings, Support Success Programs, and operational IP to mature partner support posture.
- Position proactive services and case-enablement assets to create measurable deflection.
- Track progress against the execution plan and contribute to Partner Success Delivery Reviews.
- Serve as a trusted support-delivery advisor to partner support and services leaders.
Requirements
- Bachelor's Degree in Engineering, Computer Science, Business, or related field AND 6+ years experience in sales, industry channel sales, and industry sales, OR equivalent experience.
- Technical breadth across one or more Microsoft cloud areas (Azure, Microsoft 365, and/or identity and security).
- Experience working with or within Cloud Solution Provider (CSP) partners, systems integrators, or managed service providers.
- Working knowledge of support operations concepts such as incident and escalation management, monitoring and observability, root cause analysis, case deflection, and mean-time-to-resolution (MTTR).
- Experience conducting maturity assessments or capability benchmarks and translating findings into actionable improvement plans.
- Experience delivering technical briefings, workshops, or proactive services to technical and business audiences.
- Relevant certifications (e.g., Azure AZ-104 / AZ-305, Microsoft 365 MS-102, Security SC-300, or ITIL).
Benefits
- Typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year.
- Different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area.
- Base pay range in those locations is USD $137,600 - $222,600 per year.
- Certain roles may be eligible for benefits and other compensation.
#customer success#partner success#cloud solution provider#csp#ai#support capabilities#escalation management#case deflection#self-sufficiency#technical briefings#azure#microsoft 365#security
Company
Microsoft
Job Posted
1 month ago
Employment Type
Full Time
WorkMode
Remote
Experience Level
Senior
Locations
United States
Qualification
Bachelor
Applicants
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