Senior Customer Engineer Job at Microsoft Corporation (Reston)

Job Description

Microsoft has an exciting opportunity for a Senior Customer Engineer in the Cloud+AI Silver Team. This team is responsible for customer deployments within the air gapped environments.  In this role, you will have the opportunity to work with engineers who enable a broad set of Azure services to be consumed by internal and external customers in highly secured and regulated industries. 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. 

Job Responsibility

Drives strategic and complex business planning across multiple segments, audiences, and execution projects
Develops and executes plans on customer and partner opportunities across regions and segments
Drives alignment with relevant team leadership on planning projects and reviewing possible opportunities
Connects people and planning processes across regions and segments to ensure the customer and partner experience is integrated into business plans and decisions
Develops and aligns others to a point of view on what needs to change regarding customer and partner-related processes, systems, and products
Leads customer and partner-related initiatives and takes accountability for driving these forward
Drives measurable improvements to the customer experience
Influences and supports programs that impact customer satisfaction
Ensures the customer voice is included in planning and decision-making
Prepares customers for changes to products/services
Drives field awareness on proper escalation paths
Implements metrics to drive continuous improvements
Drives the overall return on investment
Develops change management strategy and plans
Ensures customer voice is included in change management strategy
Prepares internal and external stakeholders to drive customer messaging
Identifies new change management activities
Influences adoption of change management activities
Proactively monitors and reports change management and implementation risks
Navigates the Microsoft organization to influence peer groups, partner teams and leadership
Establishes and executes a standard approach to stakeholder engagement
Oversees the synthesis of research findings
Oversees, reviews, and creates documentation for a portfolio of research
Communicates complex research findings with key leaders
Designs research approaches across a variety of research questions
Manages priorities and relationships across multiple third party research agencies
Owns design of listening instruments and novel instrument design
Leads complex quantitative and qualitative analyses
Holds accountability for customer research instrument design
Leads analytics approach and self-serve instrumentation design
Ensures alignment to metric and analytical strategy
Manages one or more analytics and insights instruments
Advocates for and celebrates customer-centricity and a customer-obsessed culture
Amplifies and models customer obsession and advocacy
Works to instill a sense of ownership for customer loyalty
Incorporates the customer-obsessed mindset into all conversations
Deeply understands the customer business in their particular domain
Demonstrates a deep understanding of Microsoft products, services, and business models
Acts as a subject matter expert of the customer's business for internal stakeholders
Leads the aggregation and/or analysis of customer, partner, market, and/or employee insights
Leverages insights and analyses from other organizations
Generates insights supported by credible data points and evidence
Ensures insights are in alignment with standards for accuracy, quality, and relevance
Leverages storytelling techniques to create compelling stories
Develops, advocates for, and executes relevant improvement plans
Leads the development of problem statements and identification of customer problems
Creates measurable action plans with defined concrete outcomes
Drives consideration of potential security vulnerabilities and integrating solutions to secure customer experiences by default

Requirements

Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management OR equivalent experience
Candidates must have an active TS/SCI and be willing and eligible to upgrade to TS/SCI (with polygraph)
This role will require candidates to maintain the TS/SCI (with polygraph) clearance
Ability to meet Microsoft, customer and/or government security screening requirements are required pre-offer and post-hire for this role
This position requires successful verification of the stated security clearance to meet federal government customer requirements
This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter
This position requires verification of U.S. citizenship due to citizenship-based legal restrictions

Nice to have

Bachelor's Degree Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience
10+ year(s) experience managing cross-functional and/or cross-team projects
10+ year(s) experience leading and managing customer facing projects
Dependable communication skills, verbal and written, with experience communicating to multiple stakeholder groups such as engineering, customers, end-users, and executives
Ability to work in a dynamic, fast-paced environment with lots of context switching
Proven initiative and influence with demonstrated ability to solve challenging and complex problems requiring the effort and impact of a diverse cross team
Demonstrated ability to engage with customers and partners to understand their business needs and priorities

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Senior Customer Engineer

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