Customer and Partner Experience Lead

6 months ago

Sydney, Australia Microsoft Full time

Overview

In Small, Medium, and Corporate (SMC) and Digital Sales (DS), we have set out with the purpose to empower our customers through the unique value of the Microsoft cloud by building a globally led, digital-first-scale organization aligned with partners. Dedicated to one of the fastest growing customer segments, the Small, Medium, Corporate (SMC) and Digital Sales organization is committed to delivering the global digital scale engine for our business—this is where you come in.

 If you are customer obsessed with a passion for digital-first solutions, we invite you to learn more about the SMC and Digital Sales organization and the value we deliver to our customers, partners, and one another, every day.

As the Business Program Manager within SMC & Digital Sales (DS) Office of the Asia Corporate Vice President, you will contribute by enhancing our regional sales accountability and contributing to the maturity of our 4th region by developing Asia-wide customer and partner business sale to drive pipeline growth. You will focus on delivering world-class “peak experiences” for our customers and partners whenever engaging with the SMC CVP and leadership team. This will be done through a data-driven, strategic approach managing the program, tools, and metrics. 

The range of projects this person owns includes strategic Asia-wide events, targeted partner engagement planning, co-innovative communication strategy execution and LinkedIn. The role needs a customer obsessed energy generator, eagle-eyed editor, and works well in a highly matrixed v-team environment. This is a highly collaborative role working with communications and segment peers, SMC + DS partners and customers around Asia and Experience Centre and Executive Briefing Centre teams. Another aspect is managing the tools that intersect our business success with the Chief Marketing Office (CMO) and Microsoft Customer and Partner Solutions (MCAPS) to accelerate telling our customer stories through external channels, as well as internal events.

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Business, Operations, Finance or related field AND 6+ years work experience in program management, process management, process improvement OR equivalent experience sales, business development or marketing experience.

Additional or Preferred Qualifications

Bachelor's Degree in Business, Sales & Business Development, Marketing, Communications, Finance, or related field AND 8+ years Communications, Marketing Operations, Field Operations, Program Management, Project Management, or related experience OR Master's Degree in Business, Marketing, Communications, Finance, or related field AND 6+ years Strategy, Sales & Business Development, Marketing Operations, Field Operations, Program Management, Project Management, or related experience OR equivalent experience.

Responsibilities

Business Program Planning and Design

Understands overall business goals for SMC, including its objectives, and strategies, as well as short- and long-term business priorities. Understands and identifies current program risks, impact, and mitigation plans. This role requires aptitude in working cross-functionally with various stakeholders to design compliant, complex programs from initiation to delivery with minimal coaching and maximum creativity. Produces workback plans, stakeholder mapping, proposals, strategy walking deck, internal and external content to incorporate stakeholder needs and ensure business objectives are met. Identifies and scopes opportunities to develop new programs and improve current ones to best showcase our leadership, products, and services with a passion to see these events translate into brand affinity, and meaningful business outcomes for our global customers and partners. Defines and tracks the success criteria and performance metrics for the program and owns communicating impact and recommendations for optimization on a quarterly basis back to the business.

Customer and Partner Focus 

Leverages internal and external relationships as a trusted advisor to advise complex (e.g., large, high impact) customers and partners on domain expertise as a sought-out resource across multiple lines of business, geographies, and cultures, as appropriate; advises partners and decision makers on the industry and company and provides industry expertise internally and externally.  Drives customer and partner business initiatives, and contributes to customer's strategy discussions, leveraging knowledge of customer and partner business priorities and/or drivers and anticipating changes and actions to drive influence around the product roadmap, prioritization, and proactively guide customer and partner decision making. 

Business Program Excellence and Execution

Defines and executes on landing communication plans for one-to-many customer and partner events, such as the target audience(s) and communication strategy. Leads the rhythm of our Quarterly Impact Report to ensure participants and stakeholders are communicating and responding according to the necessary cadence. Works across teams (SMC-C, SMB, Strategy, Global Partner Solutions (GPS), Sales Enablement & Operations (SE&O), Artificial Intelligence (AI) team) to ensure all program requirements are understood and can be met. Builds out, writes, and manages the end-to-end customer story lifecycle to showcase internally and externally the impact Microsoft is driving across our customers and partners and local area communities through storytelling and outreach through all channels internal and external such as LinkedIn.

 Business Program Management

Contributes to or leads a portfolio of tools that accelerate and operationalize our Customer Partner events motion including the project plans, workback plans, milestones, financial management, performance metrics, and/or resource needs for complex programs. Communicates the program status and risk to relevant stakeholders and holds them accountable for following the established schedule, risk mitigation plans, and processes. Demonstrates an understanding of mapping or how systems work and impact one another. Works to ensure program processes are rigorous and executed efficiently. Develops processes around scope and scheduled changes for programs, and communicates change management to stakeholders.

Business Program Evaluation and Improvement

Collects and evaluates success criteria and performance metrics, such as acquisition, usage, impact, effectiveness, and customer feedback, and uses scorecards and dashboards to monitor complex programs and ensure all activities align with business and program objectives. Uses data analytics to derive insights and training that help identify current and future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned. Utilizes direction and strategy from leadership and the SMC communication messaging architecture regarding business areas of expertise to help create content for new organizational initiatives and objectives, and influences others to change behavior accordingly. Defines vision and strategy for change, broad and specific impact, and the flow of communication to the organization. Ensures buy in and adoption of the new program or change by others in the organization. Develops the collateral required to enable key stakeholders and others to be on board. Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.Industry leading healthcareEducational resourcesDiscounts on products and servicesSavings and investmentsMaternity and paternity leaveGenerous time awayGiving programsOpportunities to network and connect

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