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Microsoft Customer Experience Engagement Lead Taiwan, Taoyuan City 247247095
Yesterday
Required qualifications:
- Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business, Operations, Finance Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, program management, process management, process improvement, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
- OR equivalent experience.
- 3+ years experience in B2B customer-facing role with a proven track record in managing complex customer relationships and transforming customer journeys.
Preferred qualifications:
- Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 8+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
- OR Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 12+ years experience in consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
- OR equivalent experience.
- Experience with strategic planning, operational efficiency, and collaboration skills. Ability to generate strategic customer insights and manage customer issues effectively.
- Solid messaging and writing skills, superb attention to detail, strong ability to prioritize and execute in a complex environment, highly organized, and results-oriented.
- Demonstrate a solid understanding of customer interactions, ability to balance customer and internal priorities in proposed engagement strategies that deliver tangible business outcomes
- Business maturity and experience working with senior executives, and the ability to work independently but seek guidance, coaching and assistance from both direct leadership and the CE&S CVP as needed
- Understanding and respect for the complexity of a Microsoft seller’s job
- Ability to keep track of many things at once.
- Solid messaging and writing skills
- Superb attention to detail and accuracy in all communication deliverables
- Cross-group collaboration skills and ability to drive coordination across all levels and stakeholders
- Experience with program management and ability to manage and deliver multiple projects simultaneously, drive strong work-back plans
- Thrive in a fast-paced, ambiguous and continually evolving environment with the ability to adapt plans and approaches real-time
- Understand Microsoft’s commercial business solutions, including customers and the partner ecosystem
- Results and action oriented
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:Microsoft will accept applications for the role until July 21, 2025.
Responsibilities
- Customer Engagement Management: Lead and manage the most complex relationship-level customer engagements, ensuring proactive and high-touch experience for large accounts
- Customer Engagement Strategy: Establish and execute a customer engagement strategy aligned with the team''s goals and objectives. Improve the criteria and triage process for directing customer engagement activities and mitigations.
- Collaboration and Project Management: Coordinate and manage to closure all customer issues directed by the GM, Global Customer Experience, including conducting due diligence across field sales and engineering teams, organizing resources to resolve issues, and preparing and summarizing information for the leader.
- Executive Sponsored Customers: Run the rhythm of the business to support executive sponsored accounts, which includes continuing and improving the current process, solid engagement plans with clear objectives, collating and providing strategic customer insights and efficient tracking of actions that will contribute to direct business and customer impact.
- Identify CX Transformation Opportunities: Work with prioritized customers to identify and scale CX transformation use cases across engagement types, including but not limited to EBC’s, executive sponsorships, etc.
Additional responsibilities may include:
- Lead all aspects of customer engagement on behalf of Global Customer Experience.
- Coordinate senior executive sponsored accounts end-to-end.
- Collaborate with executives to create proof of concepts and achieve global solutions at scale.
- Partner with C-suite customers to identify issues and provide actionable solutions.
- Ensure high standards for customer relationships and serve as an escalation point for customer issues.
- Act as an executive sponsor for accounts and a trusted advisor for customers and partners.
- Help customers digitally transform and coach teams to build customer engagement.
- Gather customer insights and ensure feedback loops to stakeholder groups.
- Coordinate with colleagues to support programs and processes.
- Leverage digital tools and technology to engage customers and build partner relationships.
- Engage with C-suite executives and coach teams on senior executive engagements.
- Set standards for customer satisfaction metrics and incorporate feedback into future engagements.
- Identify key trends causing customer dissatisfaction and work to resolve issues.
- Set a culture of customer obsession
- Take ownership for issues, reach out to customers to reinforce engagement, and share learnings with the broader team.
Other:Embody our
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