Microsoft

Principal Customer Experience Program Manager

Microsoft$142K — $274K *
Enterprise Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field with 6+ years of relevant experience, or equivalent experience.
  • Strong experience engaging external customers and partners.
  • In-depth knowledge of Microsoft endpoint management products and services.
  • Proven track record in developing and managing strategic partnerships in tech.
  • Expertise in translating partner feedback into actionable improvements.
  • Experience in leading large-scale deployment and change management initiatives.
  • Excellent communication skills, including executive-level presentations.

Responsibilities

  • Develop and drive strategies for partner selection and expansion.
  • Increase the install base health of top partner-managed Windows customers through collaboration with stakeholders.
  • Architect technical solutions to prioritize product fixes and non-engineering fixes.
  • Create scalable, reusable solutions based on partner experiences and insights.
  • Collect product insights and manage escalation communications with strategic partners.
  • Act as the Voice of the Partner during engineering planning.
  • Equip partners with knowledge on the Windows value proposition and engineering roadmap.

Benefits

  • Comprehensive health and wellness benefits.
  • Opportunities for professional development and growth.
  • Flexible work arrangements to support work-life balance.
  • Generous paid time off policy, including sick leave and parental leave.
Full Job Description
Responsibilities
  • Develop partner-specific strategies and drive partner selection and expansion decisions (customer scope, product stack coverage, geography, likelihood to adopt and produce feedback).
  • Increase the install base health of the top partner-managed Windows customers, working with partners and internal stakeholders, through the following motions:
    • Drive technical resolution: Architect solutions with Windows and Intune engineering teams to prioritize and drive both product fixes and non-engineering fixes (pre-sales support, enablement, marketing assets, partner education).
    • Scale through partners: Drive creation of reusable, packaged solutions based on partner experiences that scale to multiple partners, AND design experiments with partners, compile insights, and scale them to the broader ecosystem of unmanaged partners.
    • Partner signal: Engage strategic scale partners to collect product insights, Windows deployment and management pain points, manage escalations, and route aggregated signal to engineering to drive resolution.
    • Voice of the Partner: Act as the Voice of the Partner throughout the engineering planning process.
    • Enablement: Equip partners with Windows value proposition, roadmap, and compete messaging, and build partner-facing routes into Windows engineering.
  • Evaluate customer strategies for product alignment and proactively advocate for enhancements to Microsoft solutions, using trends and insights to develop solutions proactively.
  • Collaborate with partners to define conditions of success, gather requirements, and resolve potential blockers in deployments, adapting implementation as needed for optimal customer satisfaction.


Qualifications

Required 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.

Preferred Qualifications:
  • Experience working with external customers and/or partners, cultivating and sustaining positive, long-term interactions.
  • Knowledge of Microsoft endpoint management products/services and the ability to drive technical conversations.
  • Experience building and managing strategic partnerships in the technology ecosystem.
  • Proven ability to translate partner and customer feedback into actionable product and engineering recommendations.
  • Experience driving end-to-end deployment, adoption, and change management initiatives for enterprise customers.
  • Proven ability to influence without authority and build trusted relationships across technical and business stakeholders.
  • Strong written and verbal communication skills, including executive-level presentations and stakeholder engagement.


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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.

About Microsoft

Microsoft is an American multinational corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Microsoft’s devices and consumer (D&C) licensing segment licenses the Windows operating system and related software, Microsoft Office for consumers, and the Windows Phone operating system. The company’s computing and gaming hardware segment provides Xbox gaming and entertainment consoles and accessories, second-party and third-party video games, and Xbox Live subscriptions; surface devices and accessories; and Microsoft PC accessories. Its phone hardware segment offers Lumia smartphones and other non-Lumia phones. Its D&C segment provides Windows Store, Xbox Live transactions, and Windows phone store; search advertising; display advertising; Office 365 Home and Office 365 Personal; first-party video games; and other consumer products and services as well as operating retail stores. Microsoft’s commercial licensing segments license server products, including Windows Server, Microsoft SQL Server, Visual Studio, System Center, and related Client Access Licenses (CALs); Windows Embedded; Windows operating system; Microsoft Office for business, including Office, Exchange, SharePoint, Lync, and related CALs; Microsoft Dynamics business solutions; and Skype. Its commercial segment offers enterprise services, including premier support services and Microsoft consulting services; commercial cloud comprising Office 365 Commercial, other Microsoft Office online offerings, Dynamics CRM Online, and Microsoft Azure; and other commercial products and online services. The company markets and distributes its products through original equipment manufacturers, distributors, and resellers, as well as online.

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Learn more about Microsoft
Size
181,000 employees
Market Cap
$1,762.4 billion
Industry
Net Income
$51.3 billion
Founded
1975
5 Year Trend
+15.5%
Revenue
$153.2 billion
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