Microsoft Customer Engagement Lead 

Taiwan, Taoyuan City 

613576512

Required/Minimum Qualifications

• years experiencein program management, process management, or process improvement, consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback or intelligence program management

• OR equivalent experience.

or Preferred Qualifications

• 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 13+years experiencein program management, process management, or process improvement, consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback or intelligence program management
  • OR 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 10+years experiencein program management, process management, or process improvement, consulting, change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback or intelligence program management
  • OR equivalent experience.

• 3+ years of direct customer experience, ideally in a CSAM, CSA or Account Executive or similarcustomer-facingrole.
• Experience in customer-facing role with a proventrack recordin managing complex customer relationships and transforming customer journeys.
• Excellent strategic planning, operational efficiency, and collaboration skills. Ability to generate strategic customer insights and manage customer issues effectively.
• Exceptional messaging and writing skills, superb attention to detail, strong ability to prioritize and execute in a complex environment, highly organized, andresults-oriented.

Certain roles may be eligible for benefits and other compensation. Findbenefits and pay information here:April, 2025.

• Lead and manage the most complex relationship-level customer engagements, ensuringproactiveandhigh-touchexperiencefor large accounts
• Customer Engagement Strategy:Evolve and execute the established customer engagement strategy aligned with the team's goals andobjectives. Improve the criteria and triage process for directing customer engagement activitiesand mitigations.
• Collaboration andProject Management: Coordinate and manage to closure all customer issues directedthe GM, Customer Advocacy, 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 clearobjectives, collating and providing strategic customer insights and efficient tracking of actions that will contribute to direct business and customer impact.
• Additionalresponsibilities may include:
  • Lead all aspects of customer engagement on behalf of Customer Advocacy.
  • 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 toidentifyissues and provide actionable solutions.
  • Ensurehigh standardsfor 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.
  • Identifykey trends causing customer dissatisfaction and work to resolve issues.
  • Set a culture of customer obsession and ensure teams liaise with Customer Partner Experience (CPE) to generate outcomes.
  • Take ownership for issues, reach out to customers to reinforce engagement, and share learnings with the broader team.
• Other:
  • Embody ourand.