Microsoft
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.
Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams. Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.
Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
This role is flexible in that you can work up to 50% 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
Are you passionate about managing technical professionals to enable them to reach their fullest potential? Are you interested in empowering every person and every organization on the planet to achieve more through Microsoft’s cloud technologies? Are you adept at managing a team while collaborating across a global organization? If so, you may be the right candidate for a role inside of the CSS Partner Enablement team. We are looking for a seasoned manager with a passion for technology to lead an Technical Presales & Deployment consultant team working in EMEA time zones.
The Microsoft Partner Enablement team inside of Customer Service & Support is focused specifically on helping Partners build and grow their cloud practices faster. As a part of this group, the Technical Presales & Deployment team consists of Partner Technical Consultants who specialize in helping Partners build their technical capabilities faster to accelerate sales, deployment & app development.
The ideal candidate is a highly motivated, experienced leader and people manager with proven experience managing technical teams to deliver results in a global environment to complex, top tier customers. The ideal candidate also has strong knowledge of Microsoft cloud services and the Microsoft Partner ecosystem.
This role specifically will be on point to drive excellence in the delivery of technical consultations (one-to-one technical presales, development and deployment guidance with screen-sharing).
Partner Technical Consultants must continually grow their skills and learn the latest around Microsoft’s cloud services; therefore, this role must have experience and passion around growing the skills of their teams while fostering a culture of continuous learning and growth.
A significant portion of this role will also require collaboration with a global network of managers who lead similar functions in the same and other regions. A strong track record of cross-team collaboration in a global environment is a must.
Overall, this role will be at the forefront of ensuring our Partners are successful in a constantly changing, fast paced business and technical environment. The ideal candidate must have demonstrated experience in driving innovation with their delivery teams to provide more value to the end customer or Partner while continuing to deliver results.
This role will be based in Lisbon (Portugal) , Bucharest(Romania) or Cairo(Egypt). This delivery service is part of the overall CSS Partner Enablement organization. This diverse, global organization is distributed throughout the globe across multiple countries, time zones and locations.
Responsibilities
- Attract, Develop & Retain Talent: Build and grow effective, inclusive teams including hiring, retention, morale, performance management and employee development.
- Optimize Business Results: Contribute to Partner Enablement by delivering on operational, financial and impact results including maintaining accurate budgets, preparing business justifications for additional expenditures, and preparing accurate monthly performance reporting.
- Technology Delivery Management: Ensures quality of all deliverables, champions appropriate use of intellectual property and proven practices in the engagements delivered, and serves as an escalation point for team members while ensuring policies, process and guidelines are followed.
- Change Leadership & Adoption: Provides thought leadership for the organization on innovative ways to transform delivery methods to improve quality, durability, adoption and overall impact to Partners and leads team through the implementation of these changes by fostering an environment of continuous growth and learning.
- Customer & Partner Focus: Demonstrates an obsession to meet Partner needs by developing an understanding of Partner’s desired business outcomes with Microsoft cloud technologies and sharing these insights to improve the organizations delivery and development of solutions
- Deliver Results through Teamwork: Drive clarity for the team by clearly communicating the alignment between the team’s work and the overall business strategy, generate energy through facilitating an environment of inclusion that leverages diverse perspectives, then deliver success by maximizing the efficiency of the team to deliver on operational metrics, continuously improve and innovate delivery.
- Trusted Technology Advisor: Builds relationships with key stakeholders at Microsoft supporting Partners to generate demand for CSS Partner Enablement and also understand Partner needs more deeply.
Qualifications
- Language
English Language: fluent in reading, writing and speaking
Any other language as Spanish, Portuguese, German, Italian or French would be a plus
Experience
- Extensive proven experience delivering successful results in managing a support, services or consultancy business
- Strong proven people management / leadership experience of minimum 8-10 FTEs
- Strong communications skills, executive presence and experience presenting to leadership
- Experience with the Microsoft Partner ecosystem preferred
- Experience with Microsoft cloud technologies preferred
- Experience in the professional services industry and knowledge of competitive products is a plus
- Ability to work across cultural and organizational boundaries and operate successfully in an inclusive business environment
- Ability to deal with ambiguity and complex, matrixed environments with minimal oversight
- Ability to stay focused under pressure with executive maturity to lead teams to deliver results even in times of stress
- Bachelor’s degree required with preference in business or technology fields. Master’s a plus.
Skills & Knowledge
- Self-starter and innovation driver
- Excellent communications skills, executive presence, and strong business acumen
- Proven cross boundary collaboration capability
- Demonstrated analytical problem solving with an ability to manage through ambiguity
- Ability to work independently and effectively as part of a remote team
- Ability to drive successful outcomes with worldwide virtual teams
- Familiarity with Microsoft offerings (products and cloud services), processes, and tools
- Estimated up to 10% travel required (including international)
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
To apply for this job please visit careers.microsoft.com.