Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission. With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
ResponsibilitiesCustomer Impact - 40%Participates in proactive delivery, spots performance issues, analyzes problems, develops solutions to meet customer needs (including skilling needs), represents them.Engages in strategic service delivery planning, in partnership with the account team, to strengthen targeted customer relationships and support accurate customer contactability for surveys.Gathers customer impressions of products and services and integrates this feedback into decision making and service delivery planning.Seeks information about the underlying needs of customers and recommends service delivery to meet those needs.Provides and drives actionable feedback across groups about the customer/partner experience and competitor threats.Understands customer/partner requirements and can map the adoption and optimization of Microsoft technology solutions accordingly.Provides the most effective method of service delivery by analyzing trends and common themes across customers.Builds plans that consider potential obstacles and immediate and long-term consequences.Demonstrates expertise in a specific solution, or several products, feature functions, or services.Provides stakeholder assistance throughout deployment to avoid/resolve technical issues.Business Impact - 40%Seeks opportunities to drive Customer Success business results by collaborating with multiple team members.Identifies opportunities to articulate business value and grow customer/partner relationships in alignment with Customer Success business priorities and stakeholder management principles.Prioritizes Managed IP/Community IP re-use where appropriate to accelerate customer outcomes.Contributes to IP creation and updates by identifying gaps through delivery.Participates in relevant communities to share expertise and learn from others.Individual Impact - 20%Consistently applies "lessons learned", models personal accountability & teamwork.Drives and supports innovation focusing on industry solutions and customer business outcomes on the Microsoft platform.Understands the portfolio of Support offerings and contributes & participates in customer and internal meetings to articulate value.Cultivates relationships, credibility, and loyalty with customers and partners intentionally by sharing relevant business expertise.Demonstrates a self-learner mindset through alignment of individual skilling to team/area demands and continuous upskilling to align to Customer Success goals.Ensures delivery meets/exceeds all operational excellence guidelines and best practices.QualificationsTechnical SkillsHigh level of expertise is required with the following Products and BI technologies: SQL Server Reporting Services, Power BI Report Server, Power BI Service, Azure Analysis Services, SQL Server Analysis Services, Azure Data Factory, SQL Server Integration Services, All versions of SQL Server (On-premises and IaaS), Azure SQL Database (Standalone, Elastic Pool, Serverless, Managed Instance, Hyperscale), Azure Synapse Analytics, T-SQL, DAX, Power Query, MDX.Competencies in the following products are highly desirable: NoSQL: Azure Cosmos DB, MongoDB, Cassandra, Azure MySQL/PostgreSQL, Azure Blob Storage, Azure Data Lake Store.ExperiencesStrong experience is required in: Semantic Model Development (Multidimensional, Tabular/Power BI), Reporting Development (Reporting Services, Power BI or similar), Kimball methodology, Design and Implementation of Modern Data.
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