Customer Health Business Program Manager
 Microsoft | |
 United States, Texas, Irving | |
| 7000 State Highway 161 (Show on map) | |
 Nov 23, 2024 | |
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OverviewWith over 18,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more. The Global Customer Success (GCS) organization, an organization within CE&S, is leading the effort to enable customer success on the Microsoft Cloud by harnessing leading, AI-powered capabilities and human expertise to deliver innovation solutions that accelerate business value, drive operational excellence and nurture long term loyalty.We are looking for a Customer Health Business Program Manager. In this position, you will identify, analyze, prioritize and resolve issues to simplify and improve the productivity of the Customer Success Account Manager (CSAM) role by applying deep strategic insights. The CSAM role is a critical role that leads the delivery of consumption and usage, and customer health initiatives to deliver on our customers strategic objectives. In this role you will represent the CSAM role as you support, develop and execute programs that drive improvements that support our customers health across both reactive and proactive engagement. This role is flexible in that you can work up to 100% from home.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.
ResponsibilitiesCustomer Success is looking for a passionate and purposeful individual to join the CSAM Strategy Team to lead programs that drive change and bring clarity and execution excellence to the field. You will be responsible for consulting with field and HQ teams across Customer Success and with other Segment roles, bringing depth of the CSAM role, to then create and execute on the necessary activation programs, along with driving improvements that support CSAM role mastery, aligned to the priority of Customer Health. The role is highly collaborative, and you will be expected to create clarity in a complex organizational environment, generate energy through a bias towards action, and deliver results. Areas of focus will include: Develop and lead Customer Health programs that improve customer experience, solution stability, role clarity and streamline the CSAM role experience across CE&S. Identify and actively engage with Customer Success field and HQ stakeholders as representative of the CSAM role and lead cross functional teams to drive positive impact. Participate in regular TZ/Area connections to represent or clarify the CSAM role, and gather feedback for continuous program improvement. Synthesize business insights from the organization and stakeholders across CE&S and Microsoft toidentifyrisks and opportunities to drive impact through well-developed plans. | |