Customer and Partner Engagement Lead

8 months ago

Reading, United Kingdom Microsoft Full time

As our Customer and Partner Engagement Lead in our Industry Solutions Delivery (ISD) organisation, this is a chance to elevate your career as you work closely with the Sales Activation and Transformation, Corporate Vice President (SAT CVP). In this pivotal position, you'll be instrumental in forging meaningful connections with valued customers and partners, as you play a key role in driving business results alongside the SAT CVP. Your expertise will position you as a trusted advisor, enabling us to ensure our strategies remain innovative and impactful.

As a catalyst for our success, your background in customer experience management, business planning, and project execution, coupled with your service-oriented mindset and passion for engagement across sales and delivery, will be essential in creating the foundations for the mutual success or Microsoft, our customers and our partners.

**Industry Solutions Delivery**

ISD helps customers transform the potential value of Microsoft cloud technologies into realised value for their business, employees and customers. ISD is on a multiyear transformation to increase value, relevance and partnership with our customers and partners, which is both contributing to Microsoft revenue as well as accelerating Azure Consumed Revenue (ACR) growth and AI transformation. We are on the front lines of innovation, working side-by-side with customers to drive value across the entirety of their digital transformation journey.

We take pride in embedding Microsoft’s mission of empowerment, promoting a growth mindset, inspiring excellence, and fostering a culture of inclusivity where everyone is encouraged to share their unique perspectives and be their authentic selves. By joining our team, you’ll have the opportunity to contribute to life-changing innovations that impact billions of people worldwide.

**Responsibilities**:
As **Customer and Partner Engagement Lead** reporting to the Chief of Staff of Sales Activation and Transformation (SAT), you will be responsible for managing the customer and partner engagements for the SAT CVP.

Some of your key responsibilities will include:
**Customer Engagement**
- Creating a customer engagement strategy and execution model for the SAT CVP aligned to the team’s strategy, goals, and objectives
- Running the rhythm of business to support executive sponsored accounts and for specific sales and delivery engagements which require CVP involvement
- Acting as a trusted advisor to the SAT CVP, providing insights, coaching and direction for customer and partner engagements.
- Playing an active role in customer conversations to collate feedback, actions and make recommendations to the leader and account team to advance the customer relationship and deal lifecycle.
- Coordinating and managing to closure all customer issues directed to the SAT CVP.
- Leading the planning and execution of customer and partner visits when the SAT CVP is engaged. Collaborate with the Industry Solutions Delivery and MCAPS organisation to ensure a consistent experience and alignment on the end to end customer engagement.

**Data** Insights**
- Analysing customer and partner feedback and experience to identify trends and build a strategy to drive improvements of ISD customer engagement.
- Maintaining strong knowledge of current market trends, industry case studies to make informative decisions and provide critical insights when advising the SAT CVP on customer interactions. Utilise knowledge to shape customer engagements, delight customers that accelerate their business outcomes.
- Establishing strong relationships within ISD, the Account Technical Unit (ATU) and Product Group and leverage the network to contribute to customer strategy, provide proactive insights to the SAT CVP and identify meaningful opportunities for customer engagement and relationship building.

**Qualifications**:

- Your executive level communication skills and ability to collaborate across various stakeholders, both internal and external, will position you well to add value in this role. Some of the other skills and experience you will need to demonstrate include:

- Background in customer experience management, business planning, and project execution
- A track record of program management and able to demonstrate delivery of multiple projects simultaneously
- Regular interaction with senior executives, both internally and externally.
- Experience in customer or partner facing roles in field or other sales strategy roles
- Proficiency in customer feedback and trends analysis and communication.
- Experience assessing and driving opportunities of change for customer and partner-related processes, systems, and products.

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