Business Program Manager

5 months ago

Sydney, Australia Microsoft Full time

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and 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.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

The Area Business Partner (ABP) is a role in CCSE which acts as a point of contact for CSS in ANZ. This is a key role which engages with Field Leaders in ANZ to listen and act on support challenges impacting customer experience with the end-to-end support business, across sales, proactive, reactive and relationship delivery.

ANZ is a complex area with 10 Industry solutions portfolio, one of the largest MACC and S500 Accounts in Asia. Area and Customers have very high expectations of Reactive Support experience and stiff competition from AWS.

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.

**Responsibilities**:

- Primary point of contact for ANZ CSU LT and CSAMs to improve the overall customer experience with CSS reactive support.
- Own and facilitate the Area Connect Reactive Support (ACRS) calls. Managing relevant Area asks of CSS raised in CE&S formal connection meetings and ensuring appropriate plans are in place for the Area.
- Own and orchestrate the Area GtG plan, partnering with CSS Stakeholders to ensure correct actions are identified and implemented.
- Act as the voice of the customer internally, leveraging internal teams to capture feedback, remove blockers, surface insights, and align resources, while partnering with the account teams who engage the customers directly.
- Ensure Area Escalations of a systemic or programmatic nature are verified and have supporting data. Identify the correct owner or flag as a new issue.
- Help optimize CCSE services including Incident Management. Own stakeholder engagement & partnership for these services to drive value for our customers, aligned with Area priorities for the CSU.

**Qualifications**:
BA/BS or equivalent work experience.

7+ years of experience in program management, customer success, business operations, change management and project management.

Executive maturity, organizational agility and strong impact and influence competencies.

Ability to work effectively across groups (business and functions) in a fast-paced work environment.

Effective at influencing without authority and driving work through others.

Proven ability to create clarity, generate energy and deliver success

Excellent communication (verbal and written) and interpersonal skills including presenting to an Executive Audience

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