Principal - Customer Experience Program Manager

As part of the Windows and Windows Cloud product group, the Windows Cloud Customer Acceleration Team engages with Windows in the Cloud’s most strategic customers via a data-driven customer/engineering feedback loop as part of their adoption of the service. We are looking for customer-obsessed individuals to drive positive product change through influencing product priorities, using customer listening and technical knowledge. 

Come join a team focused on learning from deep technical engagement with customers to improve Windows 365 and Azure Virtual Desktop (AVD) to accelerate adoption of Windows in the cloud. 

As a Principal Customer Experience Program Manager, you will engage with our most strategic customers across the Americas region to help clear adoption or sales blockers and gather engineering insights to assist in the development of the Windows 365 and Azure Virtual Desktop offerings. This opportunity will allow you to develop your skills as a Customer Experience Program Manager, understand nuances of varied markets across the Americas region and apply this knowledge to help drive engineering innovations. This is a flexible working opportunity allowing for up to 100% work from home and requires approximately 25% travel throughout the region.

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.

• Product & Service Insights: Working with the rest of the Windows 365 engineering team, use your knowledge from enterprise customers and technical expertise to help guide the future direction of our product. Directly influencing product roadmap to build better products. 
• Ecosystem Enablement: Use your knowledge from enterprise customers and broad technical subject matter expertise to train and enable our scalable deployment ecosystem. Driving investments within the ecosystem to build better products for our scale motion. Collaborate with key internal and external partners to identify their business and technical requirements to drive alignment and continuous improvements.
• Successful candidates will demonstrate these skills:
  • Ability to forge solid relationships with customers (Business Decision Makers, CSOs and IT Leaders), speaking on behalf of Engineering, helping them understand our value proposition and our services; direct experience working with customers is highly desired.
  • Work closely with other product managers, software engineers, and product marketing teams throughout the product development lifecycle to deliver best-in-class customer experiences.
  • Experience in identifying product gaps and advocating on behalf of the customer to make our products solid with proven track record driving the prioritization of product improvements based on actual customer requirements.
• Demonstrated broad technical awareness & product knowledge across:
  • Microsoft 365 endpoint/desktop management (Expertise in the any of the following is advantageous: Windows 365, Intune, Microsoft Endpoint Manager, Configuration Manager, Azure Active Directory).
  • Microsoft desktop virtualization (Azure Virtual Desktop, Remote Desktop Services).
  • Microsoft Azure technologies, specifically networking and compute.
  • Demonstrated knowledge of the software development methodologies.
• A willingness to travel to and work on-site at customer locations (as the position does require approximately 25% travel).

Required/Minimum 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.

Additional or preferred qualifications

Other Requirements: Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:

• Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter. 

Preferred Qualifications:

• Demonstrated broad technical knowledge of Microsoft cloud and endpoint technologies, with experience in one or more of the following areas:
  • Windows 365, Azure Virtual Desktop, Windows, Intune, or related endpoint management technologies.
  • Microsoft Azure technologies, particularly networking, compute, identity, security, and hybrid cloud scenarios.
  • Enterprise desktop virtualization, application delivery, and modern endpoint infrastructure.
• Experience working directly with large enterprise customers and business and technology decision makers, representing engineering and helping customers successfully adopt and deploy complex cloud technologies.
• Demonstrated ability to build trusted relationships with strategic customers, understand their business and technical requirements, and translate customer needs into actionable engineering priorities.
• Experience identifying product gaps and advocating on behalf of customers, with a proven ability to influence the prioritization and delivery of product improvements based on customer requirements and feedback.
• Experience leading complex, high-impact customer engagements, including technical blockers, escalations, architecture discussions, and deployment or adoption challenges.
• Demonstrated ability to work across product management, engineering, support, sales, and field organizations to drive customer outcomes and resolve complex cross-functional issues.
• Ability to communicate complex technical and business topics clearly to both technical and non-technical audiences.
• Experience using customer insights and deployment learnings to influence product strategy, engineering investments, readiness, or go-to-market activities.
• Ability to operate effectively in ambiguous environments, prioritize across multiple high-impact customer engagements, and independently drive issues to resolution.
• Experience mentoring others, sharing technical and customer expertise, and contributing to a collaborative team culture.

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Customer Experience Program Mgmt IC5 - 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. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.