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Global Role Owner - Partner Success Manager

Microsoft Corporation

Redmond, WA

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JOB DETAILS
SALARY
$116,900–$203,600 Per Year
SKILLS
Administrative Management, Alliance/Partner Management, Artificial Intelligence (AI), Best Practices, Blog, Business Administration, Business Operations, Business Plan, Cloud Computing, Communication Skills, Community Health, Community Relations, Computer Science, Consulting, Content Delivery/Distribution, Content Development, Content Management, Cross-Functional, Customer Experience, Customer Support/Service, Customer/Client Research, Evangelism, Event Marketing, Financial Management, Focus Groups, GPS (Global Positioning System), Human Resources, Integrated Circuits (ICs), Leadership, Legal, Maintain Compliance, Management Strategy, Marketing, Microsoft Product Family, Microsoft Windows Azure, Microsoft Windows System Internals/Programming, New Drug Application, Non-Disclosures, Onboarding, Operational Strategy, Operations Management, Performance Analysis, Performance Metrics, Product Management, Project/Program Management, Public/Media/Press/Analyst Relations, Relationship Management, Safety/Work Safety, Sales Management, Sales Prospecting, Social Media, Streaming Technology, Style Guide, Telemetry, Trade Shows, User Groups, Video Production
LOCATION
Redmond, WA
POSTED
30+ days ago
**Overview** With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. Customer Advocacy Team focuses on segment growth varying from SMEC, Education, Digital Native and driving innovative solutions for CES to drive consumption in stage 4/5 We're looking for an experienced **Partner Success Manager - Role Owner & Community Leader** to join the Customer Advocacy team and lead our Azure Success Manager Community and Landing workstream. This role will partner with the Small, Medium, Corporate (SMC) segment and will lead all aspects of community engagement for the newly created Partner Success Manager (PSM) role within SMC. This role requires extensive cross-functional collaboration across the Customer Success Unit (CSU), Account Team Units (ATU), Specialist Team Units (STU), Small-Medium-Corporate (SMC), and Global Partner Success (GPS) and will own the responsibility of bringing this group together across forums and events to drive role excellence, best practice sharing, community engagement, and leadership connections to support accelerated PSM onboarding ramp and prepare the PSM for initial and ongoing partner engagements. The Partner Success Manager - Community Leader role is a crucial role to support our strategic Cloud Solution Provider (CSP) partners adoption of deployment and growth best practices. PSMs will work closely with internal Microsoft team members to guide CSP partners consumption maturity, scaling execution through partner of customer deployment and growth motions aligned to Stages 4 and 5 of the Microsoft Customer Engagement Methodology (MCEM). 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** Manage a global community of Partner Success Managers in developing consistent best practices to operate the function and drive consistency in each region and globally. Develop set of processes, guidelines, mechanisms, user groups, deliverables to enable the community to be successful - Conduct monthly forums to share information and generate new ideas that will result in continued optimization of the community - Work closely with reporting resources, product management resources and global coo community to drive delivery excellence in the ASM function - Cater the community focus towards key KPIs for the ASM role and drive accountability by region Content Creation and Delivery - With minimal supervision, contributes to creating, managing, and delivering content (e.g., blog posts, videos, images) for channels for a product(s). Partners with other teams (e.g., Art, Marketing, Public Relations) to obtain relevant assets for content creation. Contributes to content creation, using style guides and templates sparingly and asking for guidance when deemed necessary. Demonstrates an understanding of the general voice and tone used to represent a product(s) to the public. Contributes to curating community-created content to highlight on assigned social media channels for a product(s). Customer Experience - Contributes to enforcing and upholding established user guidelines, banning and/or reprimanding users as necessary, seeking guidance when appropriate for official community channels. Fosters and curates a positive, healthy community. Escalates concerns to colleagues when appropriate. Tracks and escalates problematic trends observed through channels to appropriate internal partners (e.g., Marketing, Public Relations, Customer Support) with minimal oversight. - With minimal supervision, contributes to identifying and creating opportunities for developing and fostering deeper community engagement, interaction, and participation through official events and channels (e.g., game trade shows, community meetups, videos, social media, streamed events, live chats, question and answer [Q&A] forums) for a product(s). Participates in and collaborates with internal teams (e.g., Events) on running live events (e.g., game and trade shows), and coordinates and runs community summits (e.g., creator and/or community meetups). With minimal supervision, organizes and runs limited online engagements (e.g., online chats, Q&As forums), and partners with internal teams (e.g., Events, Marketing, Video Production) to contribute to large events (e.g., streamed events) targeting a product's community. Fosters a sense of excitement for and being valued by Microsoft for a product(s)' customers and community. Relationship Management - Under minimal supervision, coordinates and collaborates with internal stakeholders (e.g., Corporate, External, and Legal Affairs [CELA], Engineering, Art, Marketing) to mutually share relevant findings, align on needs and requirements, deep dive on product features, and ensure necessary compliance for multiple assigned community channels around a product(s). May make recommendations to stakeholders for actionable items. Makes plans for future community engagement work based on stakeholder input. - With guidance and support, contributes to building and managing relationships with community influencers and content creators for a product(s). Contributes to developing a sense of being valued by the company in influencers/creators, encouraging them to champion and evangelize a product(s) by providing support, information, and resources. Contributes to working directly with assigned influencers/creators to grow future organic marketing opportunities. Identifies new influencers/creators, shares findings with colleagues, and contributes to decisions around new influencer/creator engagement. - With minimal supervision, contributes to building and managing relationships with external stakeholders (e.g., production teams, development teams, vendors) and partners (e.g., moderation agency, social media) for a product(s) from a community management framework. With minimal supervision, helps serve as a conduit for community perspectives by ensuring external partners are up to date on community status, health, and attitude for a product(s). Assists with liaising and/or directly liaises with external partners to coordinate future community management tasks for a product(s). Assists with liaising and/or directly liaises with external companies to ensure synchronicity on one or o more channel platforms for a product(s). Customer Research and Reporting o With minimal supervision, contributes to customer research for a product(s) through multiple methods (e.g., user research, focus groups, social listening, telemetries) to identify and leverage community trends (both positive and negative) and community feedback. May make recommendations to stakeholders for actionable items based upon customer research findings. o With minimal supervision, creates and delivers reports on key performance indicators (KPIs) for a product(s). Tracks health, safety, and positivity of community using their specific channel. Consolidates, interprets, and reports findings on multiple social media and community-related outcomes (e.g., social growth, user engagement and traffic, social listening findings). Early Access Program Management o Contributes to drafting daily communications and status updates to beta/flighting participants with minimal oversight. Gives status updates to beta/flighting participants on known issues. Contributes to participant selection for closed beta opportunities with minimal supervision. Performs outreach to identified potential participants to recruit for beta/flighting. Contributes to managing channels dedicated to beta/flighting, seeking guidance when necessary. Curates and fosters specialized beta/flight groups recruited and representing specific segments of the community (e.g., insider group, creators) under non-disclosure agreements (NDAs) for pinpointing specific needs in advance of larger beta/flighting efforts. o Contributes to relaying findings from Embody our culture and values **Qualifications** **Required/minimum qualifications** + Bachelor's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 6+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles OR equivalent experience. **Additional or preferred qualifications** + Master's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 8+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles OR Bachelor's Degree in relevant field (e.g., Liberal Arts, Business Administration, Management, Computer Science) AND 12+ years experience in financial management, business planning, operations management, strategy, project management, human resources, or business-related roles OR equivalent experience. Business Management IC5 - The typical base pay range for this role across the U.S. is USD $116,900 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $148,400 - $222,600 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations. (https://careers.microsoft.com/v2/global/en/accessibility.html)

About the Company

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Microsoft Corporation

INDUSTRY
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