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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. With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. The mission of the Customer Success Unit organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships. Come join the CSU and help us build a future where customers achieve their business outcomes faster with technology that does more, leveraging your business and technical expertise, you will support customers get value from their MS investments such as M365 Enterprise solutions and Unified support investments. The Microsoft Copilot has taken the World of AI driven productivity by storm and if you want to be a part of shaping the future, this is an opportunity for you to work on the most cutting edge technology!
Job Responsibility:
Be a trusted advisor driving Adoption and change management as well as business value through AI Transformation
Drive Customer Success
Leverage Agentic AI
Explore growth opportunities
Customer Centricity
Accelerate Customer AI Transformation Journey
Embrace a growth mindset
Learn-it-all
Be the focal point of contact between Microsoft and customer/partner in driving M365 Copilot adoption, drive end-user adoption of copilot (per BU)
Deliver Microsoft services for Copilot through Unified support contract
Demonstrate Copilot M365 insights to showcase trends and business impact
Advisory on Adoption and Change Management Plan (identify exec sponsorship, end-user targeting, content and activities)
Enable and demonstrate M365 Copilot insights and dashboard to understand usage trends and business impact
Training sessions, use-cases and support specific for CxO
Extensibility Scenarios: envisioning, design session and scoping for pilot, PoC or handover for implementation
Feedback loop to Microsoft Product Group and Marketing team
Support unblocking technical issues : work with product group, provide feedback and product insights
Support Customer Success Club and MW events by delivering sessions and acting as a subject matter expert
Requirements:
Strong years of experience working in a customer-facing and working with Customer success teams
Proven track record in successfully planning, deploying, operating, and optimizing M365 solutions
Minimum 15 Years’ Experience in systems development, network operations, software support, IT consulting
Bachelor's degree in Computer Science or equivalent
Analytical Problem Solving
Proven trach record of building relationships with senior IT and business decision makers
Ability to explain complex topics in ways that can be understood by technical and business decision makers
Exceptional verbal and written communication skill and fluency in French and English
Change Management, transformation, trusted advisory, and customer focus skills to influence on Consumption/Adoption M365 Customers
Journey Mapping Skills: Be the M365 Copilot subject matter expert with the ability to design customer solutions, lead presentations, demonstrations, and design thinking workshops with both BDMs and ITDMs
Relationship Building: Proven track record of building deep relationships with BDM & senior IT executives in large or highly strategic accounts. Experience in managing various stakeholder relationships, leading value proposition conversations to get consensus on solution/projects
Subject matter expertise in at least three of the following: Large scale Microsoft 365
M365 Security and compliance
Copilot for M365, Copilot chat
Agents creation and governance (min through M365, Copilot Studio)
Copilot Studio
M365 Apps (esp Teams, VIVA)
Teams deployment
SharePoint Online & Search indexing
Technical Certification in Cloud (e.g., Microsoft 365 Certified, AI, …)
Nice to have:
Passion for new innovative technology and drive customer transformation
Strong project management skills
Ability to work with different cultures and customers
Ability to communicate with a variety of different audiences especially CxOs and strong presentation skills
Demonstrate effective balance between business with excellent adoption and change management skills and technical acumen on Copilot and agents
Ability to lead and motivate technical communities and be public speaker
Ability to effectively recognize and adapt to change and in constant learning mode