Customer & Partner Experience Manager
Microsoft
San Jose, San José, Costa Rica
hace 4 días

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.

If you are a proven program manager who has strong cross-group collaboration skills and drives for impact and influence at all levels of the company, then the Customer & Partner Experience (CPE) organization has an exciting opportunity for you.

As Customer and Partner Experience Manager you will be keenly focused on driving improvements to customer experience & satisfaction.

You will serve as a trusted adviser to both internal stakeholders and Microsoft’s most important customers and partners, enabling them to maximize satisfaction of Microsoft’s products and services.

This role is non-routine and very complex, involving the application of advanced technical and business skills.

Responsibilities

The CPE Manager role is business critical and one of very few roles in the company that is responsible for looking end to end across all of Microsoft’s products, services, segments and programs to deliver real-time customer and partner insights which are used to influence decisions and solve business problems.

By doing so, CPE Leads identify trends that enable us to solve problems effectively solve customer problems, mitigate risks in order to address challenges and remove sales blockers which helps us sustain and grow revenue and compete more effectively.

CPE Leads are responsible for taking an outside-in view of the customer experience in order to truly represent the voice of our customers and partners.

This role enables Microsoft to increase usage of our cloud technologies, retain existing customers, and enable customer satisfaction as a key differentiator of our value proposition in the market.

Customer and Partner Listening and Understanding : Gather and analyze customer feedback and signals through Voice of Customer and Partner channels, local insights, Business Intelligence and analysis by usage of the intelligence produced tools (45% of time)

Drive Clear Customer Satisfaction Improvements on Top CPE Opportunity Areas : Provide customer evidence and ensure execution of actions critical to customer satisfaction at local and global level. (40% of time)

Foster Customer and Partner Experience (CPE) Culture and Ensure Accountability : Execute programs to embed customer obsession in employee lifecycle, ensure CPE accountability lands across all roles. (15% of time)

People Management : Build and grow effective inclusive teams; drive Microsoft strategy and Customer Obsessed Culture; and role model our Microsoft values, to deliver exceptional results.

Key Responsibilities

1. Be the chief customer and partner advocate in your Area through key business forums and reviews, representing their interested and needs, acting as a change agent to drive culture

2. Deeply understand the customer experience in your area, including industry trends in relation to our competitors

3. Advocate customer centricity with an always-on customer obsessed culture, and ensure accountability across all roles

Critical Indicators of Success

Evidence of CPE inclusion in Area Plans resulting in ATQ and Sub Scorecard metrics, Feedback from key stakeholders that you are positioned as subject matter expert for CX in your subsidiary, Improvement QoQ on Customer Engagement Plans illustrating clear CX targets, RedCarpet Pulse scores targets achieved

Qualifications

Preferred Skills / Requirements

5-10+ years of Previous Experience with :

  • Ownership of customer loyalty, culture and change management
  • Orchestration of strategic and complex business planning (orchestrating across multiple segments and audiences) and execution Customer Journey Mapping)
  • Senior leadership engagement and influence
  • Strong customer engagement and storytelling skills
  • Managing or leveraging a broad set of customer, market and competitive listening systems and intelligence to identify key trends and insights in order to prioritization, decision making and execution across the company
  • Education

  • Strong Analytical / Excel skills required. Power BI a plus
  • CX Certification, Six-Sigma Certification preferred
  • Other Skills

    English and Spanish required*

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