New 
Principal Customer Experience Program Manager - CTJ - TS/SCI
 Microsoft | |
 United States, Virginia, Reston | |
 Aug 10, 2025 | |
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OverviewMicrosoft has an exciting opportunity for a Principal Customer Experience Program Manager in the Cloud+AISilver Team. This team is responsible for customer deployments within the Silver and Sovereign environments. In this role, you will have the opportunity to work with engineers and teams across Silver and Sovereign 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.
ResponsibilitiesArchitecture and Adoption ConsumptionReviews and independently conducts customer business model and industry research and proactively ensures alignment across multiple team resources to address potential varied and dynamic complexities with customer issues/solutions within scope and drive customer acceleration in conjunction with product outcomes. Identifies met and unmet customer needs that are not feasibly executed/cannot be committed for product planning. Prioritizes product needs and development based on time, cost, and resources. Redesigns the customer strategy to accommodate for the product priority. Proactively creates and maps Microsoft solutions to customer requirements and environment, leveraging deep technical expertise within the customer industry, customer business goals, and technical capabilities to align solutions that meet customer needs. Collaborates with customers and/or internal stakeholders to communicate strategy and align solution implementation timeline, provide updates, and adapt plans to changing goals. Works with team to provide technical expertise to customer and enable opportunities for evangelizing and optimizing the product and use case, allowing for further integrating of platforms and solutions into the customer business, driving product usage. Enables engineers to provide customers with solution implementation success and advancement of Microsoft technology use.Anticipates highly complex product/solution-related requests or issues from customers. Captures comprehensive and complex product insights based on customer needs and requirements to further develop the product, synthesizing insights across some customers. Answers complex program/project management related questions and directs highly technical questions to the appropriate expert (e.g., developers, feature project managers [PMs], other engineering product groups) for resolution. Communicates with customers and engineers to identify root causes and blockers while providing updates and reassurances. Provides engineering team with necessary resources to address issues. Consumes engineering resources to proactively approach customer issues that are not clearly defined. Guides others to do the same.Acts as a trusted product advisor for the customer. Proactively identifies potential customer needs and plans for resolution. Guides others to do the same. Consistently meets customer-identified needs. May help to define complex product and program strategy from customer interactions. Delves into customer conversations to discover unmet needs and starts to innovate processes to more efficiently accelerate customers, based on their capabilities and goals, across multiple product groups. Efficiently executes customer solutions and projects, scaling as possible. Closely collaborates with and coordinates teams of architects and engineers to relay customer goals and enact actionable solutions. Collaborates with multiple cross-functional teams of architects, engineers, and support to relay customer goals, evaluate suggested actionable solutions, and establish cadence for product adoption. Resolves day-to-day issues within scope before escalation to other engineers. Independently impacts complex platform/program strategies and solution approach widely for current and future customers. Proactively innovates from established plans and processes to better accommodate the customer capabilities and goals across multiple product groups in order to efficiently execute customer solutions and projects, scaling for multiple/complex enterprises as possible.EnablementCoordinates engineering resources for sales teams in customer interactions to accelerate deal closing and technology adoption. Provides trends to engineers on client strategy, current capabilities, and digital environment. Provides resources and insight to enable pitches for complex, innovative product/feature-area pitches with account teams.Proactively collaborates with customers to identify conditions of success, including unmet needs, with in-depth expertise to efficiently gather requirements. Models how to qualify if the customers have met the conditions of success. Resolves customer-identified and self-inferred potential remaining complex blockers of deployment and/or escalates to the technical expert, if needed. Rescopes and revaluates project as needed, independently. Proactively assesses customer satisfaction and synthesizes product acceleration feedback to aid in future customer deployment. Documents client processes and learnings during customer projects and engagements to identify complex patterns in insights for process development, across a wide variety of customers (e.g., blockers in the beginning, actions taken, qualifiers of success).Identifies potential issue areas for implementation. Relays complex and innovative development opportunities and/or prioritizes customer goals in alignment with internal development. Contributes to and reviews training content to enable teams to expedite customer acceleration and integration. Provides best practices around scenarios and value proposition. Conducts internal learning sessions based on storytelling and/or business cases. Presents solution stories at external events to establish Microsoft as an industry leader, providing scenario and/or strategy examples based on industry and customer goals. May evaluate new product/platform offerings for feasibility, applicability, and market readiness, and provide relevant insights and enablement outputs to sales/engineering teams. Leverages complex understanding of pain points of field/sales organizations to address. Builds upon framework and guides others to evangelize (e.g., talking at different events, team meetings, articulate the value proposition) to key internal stakeholders about program updates. Espouses capabilities, impacting a wide breadth of organizations.Product and Service InsightsEvaluates customer short- and long-term strategy effect on product alignment, with consideration for other customer's priorities. Proactively advocates for and enacts the development and optimization of Microsoft solutions alongside evolving customer platforms and goals. Begins to create and generate product hypotheses and looks to prove/disprove them to feed into the overarching engineering strategy, plans, and solutions. Leverages insight from customer cases, issues, and use of Microsoft products to enhance existing products and services. Uses telemetry data and identifies large and impactful trends to proactively develop and present solutions to customers before the issue is brought up, leveraging customer engineers to resolve the solution.Additional Responsibilities Drive and effectively manage strategic and complex projects with executive visibility and critical dependencies across a variety of cross functional teams.Interface with customers and/or internal stakeholders to gain necessary information to align project timelines, provide updates, and adapt plans to changing goals.Communicate effectivelyto keep all the stakeholders (internal Microsoft & customer) informed of the progress of the project, issues, blockers, successes, and impact to drive adoption and realize value.Manage engineering projects through Azure Dev Ops (ADO) or like engineering services tool, focused on prioritization, planning, scheduling, risk management, quality control and effective and efficient decision making for customer projects.Understandthetechnical challenges,constraints and blockersfaced by customers andprovide recommendationsfor solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team tosuccessfully deploy solutionsDevelop a deep understanding of how internal and external customers use Azure to drive adoption and refine and iterate program processes, tools, and strategies based on data and feedback.Be Voice of Customer to share insights and best practices and partner with engineering, compliance, commerce, legal, and other Microsoft teams to gather feedback and translate customer demand signals into platform priorities to improve or unblock Azure solutions.Drive and effectively manage strategic and complex projects with executive visibility and critical dependencies across a variety of cross functional teams.Interface with customers and/or internal stakeholders to gain necessary information to align project timelines, provide updates, and adapt plans to changing goals.Communicate effectivelyto keep all the stakeholders (internal Microsoft & customer) informed of the progress of the project, issues, blockers, successes, and impact to drive adoption and realize value.Manage engineering projects through Azure Dev Ops (ADO) or like engineering services tool, focused on prioritization, planning, scheduling, risk management, quality control and effective and efficient decision making for customer projects.Understandthetechnical challenges,constraints and blockersfaced by customers andprovide recommendationsfor solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team tosuccessfully deploy solutionsDevelop a deep understanding of how internal and external customers use Azure to drive adoption and refine and iterate program processes, tools, and strategies based on data and feedback.Be Voice of Customer to share insights and best practices and partner with engineering, compliance, commerce, legal, and other Microsoft teams to gather feedback and translate customer demand signals into platform priorities to improve or unblock Azure solutions. | |