Unified Services Scale Lead in Enterprise

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.

The Majors Acceleration Team within Global Customer Success (GCS) under CE&S focuses on accelerating growth in Majors' consumption and usage, prioritizing Azure Consumed Revenue (ACR) and Copilot / Copilot Chat adoption by activating Unified, programs and partners as enablers to scale.

A key pillar of our strategy for Majors Acceleration is to activate & optimize the impact of Unified Support (Unified) and to capitalize on the direct correlation that Unified presence has with revenue performance and customer satisfaction. By identifying and executing programs that enable Unified presence and proactive capabilities to scale to more customers in Majors, we have an additional competitive lever that we can use to drive cloud growth & AI Transformation in the market. Identifying and actioning these opportunities occurs through close collaboration with HQ (examples: CE&S: Unified Solutions Group, SEO) as well as Field (examples: M1 and account teams ATU, STU, CSU) teams to define strategy, create initiatives / programs to activate the strategy, and thirdly see results thru execution in the field.

To activate Unified in Majors, this role will focus on several key dimensions of the business to accelerate growth. Success in this role is achieved by positively impacting core business metrics in execution that are aligned to the areas below, and achieving a positive variance to budgeted targets:

- Unified Penetration (metric: Unified Penetration) - collaborate to define methods, programs, and execution tactics to increase Unified Penetration in Majors. Examples of collaboration areas:

o How do we evolve the Unified Base offering to be more attractive, compelling, and accessible to customers in Majors that don't have Unified today?

o How can we leverage AI and emerging technologies to enable more efficient and effective scaling of the offering to more Majors customers?

o How do we obtain a deeper customer perspective and instrumentation to capture customer sentiment and inject Majors customer requirements into offering development?

- Unified Renewal: (metric: Renewal Rate) identifying ways of actioning risks to Unified contract renewal and actioning them proactively to increase customer satisfaction and retention

- Modern Commerce Integration: enabling the pilot and activation of next generation customer digital contracting, procurement, and attaching Unified to MS product licensing transactions in a more seamless, cohesive, and simple manner (metric: Adoption %)

- Enhanced Solutions (ES): (metric: ES SBR) working with the Solution Areas (Cloud and AI Platfoms, AI Business Solutions, and Security) to increase the rate of Enhanced Solution attach to Solution Area product opportunities to accelerate consumption and usage

- Unified for Partners (UFP) Offerings: (metric: UFP SBR) working to define a scale motion to sell/resell Unified and enhanced solutions thru Partners, as well as new methods to monetize enhanced solutions/proactive services sales thru partners to end customers.

Can you envision a long-term strategy to help drive execution and accelerate Majors customer success, and turn them into actionable programs and execution? Do you have a passion for systems thinking, analyzing/quantifying opportunities in a data driven approach, and developing programs that solve challenging scenarios and seeing those programs translate into execution results? Are you interesting in taking those solutions that worked in one Area and defining how to scale them WW in a reusable approach through our field execution teams? Do you have a record of accomplishments in employing business and organizational skills, orchestrating across MCAPS Corp and the field (GES, CSA, CE&S, SE&O and GPS) to deliver pragmatic and innovative solutions on time? Are you a growth-minded leader who provides clarity, inspires change and creates energy across a broad base of teams, groups, customers and communities? If so, this role might be ideal for you.

We are seeking an experienced Unified Services Scale Lead in Enterprise to formulate, frame and execute enabling programs to accelerate growth in the Majors segment, focused on Unified. In this role, you will collaborate deeply with MCAPS & CE&S HQ organizations to tune strategy, making it come to life through actionable programs. As these programs are defined, you'll see them through execution and generating results, collaborating with TZ ATU, STU, and CSU teams.

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.

• Apply technical acumen to drive ideation, planning, and operationalization of Majors business strategies, identifying ways to increase Unified's impact in accelerating Azure and Copilot adoption in alignment with organizational objectives of AI Transformation.
• Demonstrate program value, communicate business impact, and inform decision-making at all levels by leveraging data and performance metrics (including Objectives and Key Results [OKRs] and Key Performance Indicators [KPIs])
• Demonstrate versatility and adaptability in rapidly evolving business and organizational environments, using strong analytical skills to distill key insights - even from incomplete data - to guide strategy and execution.
• Utilize knowledge of Unified data and supporting business processes to identify trends in the business warranting action.
• Land and champion Unified & Enhanced Solutions execution in Majors to maximize customer support coverage for a seamless cloud AI transformation.
• Manage programs and deploy strategies to the field teams, advocating for continuous feedback loops to improve programs and motions for better support and results for Major customers.
• Demonstrate executive presence to build confidence and trust with Corp and field teams, collaborating across a variety of customers, partners, and internal stakeholders, utilizing strategic direction from leadership to create and execute plans that shift priorities to new initiatives and influence organizational behavior.
• Collaborate closely with data teams to enhance reporting and insights mechanisms, share progress, report success metrics, and track adoption with the organization and stakeholders.
• Act as an evangelist and subject matter expert for Unified in Majors. Build relationships across HQ & Field organizations representing Majors requirements in planning as well as leading strategic initiatives.

Required Qualifications:

• Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business or related field AND 4+ 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.

Preferred Qualifications:

• Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business or related field AND 6+ 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 8+ years experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
  • OR equivalent experience.
• Deep experience in managing and deploying programmatic strategies to a WW audience, i.e. TZ field teams
• Executive communication and presence : know how and when to summarize and escalate issues
• Self-directed, team player: if I don't know how to get something done, I'll find someone at Microsoft that does
• Proven ability to leverage data-driven approach and strategic insights to drive business outcomes and enhance decision-making processes
• Deep knowledge of Unified as a business (Offers, Sales, Delivery, Operations)
• Demonstrated ability to collaborate and deliver results across organizations and teams with excellent interpersonal skills to build positive working relationships across different cultures within a global organization and all management levels
• Passion for driving and landing change leading through effective communication and influence to deliver results
• Business maturity and experience working with senior leaders, with ability to work independently
• Executive presence and high proficiency with written and verbal communication skills
• Global program orchestration and execution skills, with the ability to manage and deliver multiple projects simultaneously
• Attention to detail and accuracy in all deliverables
• Ability to deliver tough messages diplomatically and quickly drive toward solutions to problems
• Proven ability to design and balance strategic priorities against operational needs
• Proven Organizational agility

Customer Experience IC4 - The typical base pay range for this role across the U.S. is USD $96,500 - $188,400 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 $123,500 - $206,400 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.