.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
