Jobs for People with MS: National MS Society

With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams. Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.

The Technical Pre-sales and Deployment team, is an essential component of Microsoft''s partner network. Our team plays a pivotal role in understanding customer needs and delivering technical expertise during the sales process. By leveraging deep knowledge of Microsoft technologies and solutions, we enable partners to design and propose tailored solutions that align with customer requirements. Furthermore, the team actively supports partners throughout the deployment phase, ensuring smooth implementation and customer satisfaction. Ultimately, this collaboration empowers partners to deliver successful projects and maximize the value of Microsoft products and services for their customers.

This role is flexible in that you can work up to 50% from home.

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

Customer Experience

• Proactively reviews partner feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.

Consultations

• Leads technology decisions by applying trade-off techniques to ensure that appropriate requirements are aligned with the appropriate business vision. Collaborates with Services Account Managers (SAMs) to identify appropriate solutions for customers. Identifies scenarios that partners can utilize to secure deals or use best practices.

• Guides partners in one-to-one consultation to provide solutions to the customer environment within primary or minor solution areas (e.g., architectural guidance, request for proposal [RFP] assistance, deployment guidance). Identifies and recommends complimentary solution areas. Provides subject matter expertise and mentorship to other Partner Technical Consultants (PTCs).

• Coordinates planning and prioritization efforts that align with the market needs and Microsoft’s partner strategy with senior team members and/or respective stakeholders. Drives partner consumption across Microsoft products, solutions, and services.

• Identifies partner needs and recommends highly complex, broader, and more-strategic focused technical solutions (e.g., Microsoft technology, business value proposition and how it compares to competitors) or technical best practices through feature comparison, architecture design, proofs of concept, etc., and shares materials to help partners meet their business goals at a cross-regional level. Serves as an escalation resource for other Partner Technical Consultants (PTCs). Improves others'' understanding of technical journeys and relevant services to help partners meet their goals.

Operational Excellence

• Advocates the worldwide standards for labor logging, coding, and the routine recording of labor. Records and updates labor in incident-management tool.

• Documents case status, logs a record of their labor and activities on valid solutions, and has timely engagement and follow up with partners. Performs case reviews and makes recommendations to process efficiencies.

• Records and updates technical and professional skills in a tracking tool. Mentors other Partner Technical Consultants (PTCs) on improving technical and professional skills.

Technical Expertise

• Proactively and continuously learns new technology for multiple solution areas. Recommends best practices and shares experiences and product news with other Partner Technical Consultants (PTCs). Creates the accreditation content for intellectual property. Leads a regional technical community and participates in relevant technical communities. Mentors others to help identify areas of development and coaches them on best practices. Attains proper accreditation needed to deliver different intellectual property.

• Develops and maintains knowledge in intellectual property (IP). Assists others in obtaining IP knowledge. Leads the creation of IP so they can deliver in a similar manner and use the same resources. Identifies areas that need refreshing or gaps in IP.

Internal Collaboration

• Engages with pre-identified field/subsidiary stakeholders to discuss opportunities and/or requirements of regional subsidiaries across solution areas. Collaborates with Service Account Managers (SAMs) to identify appropriate solutions for partners.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Proven years of technical pre-sales, technical support, or technical consulting experience OR Bachelor's Degree in Computer Science, Information Technology, or related field AND multiple years of technical pre-sales, technical support, or technical consulting experience.

• Good command of English & GErman language

• Solid work experience on Microsoft 365/Unified Endpoint Management components like:

-Microsoft Entra (Azure AD)

-Microsoft Purview

-Microsoft Endpoint Management (Intune)

-Microsoft Defender for Cloud Apps

-Microsoft Defender for Cloud

-Microsoft Defender for Endpoint

Additional Qualifications

• Work experience with or certifications in:

• Microsoft Sentinel

• Third-party Security Incident and Event Management (SIEM)

• One or more advanced Security certifications (CISSP, GSEC, or equivalent)

Microsoft is an equal opportunity employer. Consistent with applicable law, 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 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) .