Customer Experience Engagement Lead

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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.

Within CE&S, the Global Customer Experience (GCX) organization empowers Microsoft to deliver transformative customer and partner experiences through planning, co-creating, executing, and driving adoption of our Customer Experience (CX) strategy. Our bold ambition is to see Microsoft recognized as the CX leader across industries. Join us today to be at the forefront of CX strategy, innovation, and to deliver business value through prioritized CX improvements and customer obsessed culture at scale!

The Global Customer Experience team mission is deliver differentiated customer and partner experiences advancing Microsoft to the leader in CX across industries. The Customer Engagement Lead will sit in the Chief of Staff office and partner closely with the GM of Global Customer Experience to lead all aspects of customer engagements on behalf of GCX. This role will lead everything from end-to-end coordination of senior executive sponsored accounts, to collaborating with executives and creating proof of concepts, to achieving global solutions at scale. This leader will have an amazing opportunity to help shape the future of CX transformation for our customers globally.

This role will look left to right, partnering horizontally with accounts teams and the product groups across Microsoft to think proactively and strategically about opportunities to drive successful engagements with customers. You will partner closely with customers at the C-suite level to tap into unrealized value, identify issues, and provide actionable and comprehensive solutions to customers’ problems.

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.

Customer Experience IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until July 21, 2025.

• Customer Engagement Management: Lead and manage the most complex relationship-level customer engagements, ensuring proactive and high-touch experience for large accounts
• Customer Engagement Strategy: Establish and execute a customer engagement strategy aligned with the team''s goals and objectives. Improve the criteria and triage process for directing customer engagement activities and mitigations.
• Collaboration and Project Management: Coordinate and manage to closure all customer issues directed by the GM, Global Customer Experience, including conducting due diligence across field sales and engineering teams, organizing resources to resolve issues, and preparing and summarizing information for the leader.
• Executive Sponsored Customers: Run the rhythm of the business to support executive sponsored accounts, which includes continuing and improving the current process, solid engagement plans with clear objectives, collating and providing strategic customer insights and efficient tracking of actions that will contribute to direct business and customer impact.
• Identify CX Transformation Opportunities: Work with prioritized customers to identify and scale CX transformation use cases across engagement types, including but not limited to EBC’s, executive sponsorships, etc.

Additional responsibilities may include:

• Lead all aspects of customer engagement on behalf of Global Customer Experience.
• Coordinate senior executive sponsored accounts end-to-end.
• Collaborate with executives to create proof of concepts and achieve global solutions at scale.
• Partner with C-suite customers to identify issues and provide actionable solutions.
• Ensure high standards for customer relationships and serve as an escalation point for customer issues.
• Act as an executive sponsor for accounts and a trusted advisor for customers and partners.
• Help customers digitally transform and coach teams to build customer engagement.
• Gather customer insights and ensure feedback loops to stakeholder groups.
• Coordinate with colleagues to support programs and processes.
• Leverage digital tools and technology to engage customers and build partner relationships.
• Engage with C-suite executives and coach teams on senior executive engagements.
• Set standards for customer satisfaction metrics and incorporate feedback into future engagements.
• Identify key trends causing customer dissatisfaction and work to resolve issues.
• Set a culture of customer obsession
• Take ownership for issues, reach out to customers to reinforce engagement, and share learnings with the broader team.

Other: Embody our culture and values