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.

We’re looking for an experienced Azure Success Manager - Community Leader to join the Customer Advocacy team and lead our Azure Success Manager Community and Landing workstream. This role will partner with the Small, Medium, Corporate (SMC) segment and will lead all aspects of community engagement for the newly created Azure Success Manager (ASM) role within SMC. This role requires extensive cross-functional collaboration across the Customer Success Unit (CSU), Account Team Units (ATU), Specialist Team Units (STU), Small-Medium-Corporate (SMC), and Global Partner Success (GPS) and will own the responsibility of bringing this group together across forums and events to drive role excellence, best practice sharing, community engagement, and leadership connections to support accelerated ASM onboarding ramp and prepare the ASM for initial and ongoing partner engagements.

The Azure Success Manager - Community Leader role is a crucial role to support our strategic Cloud Solution Provider (CSP) partners adoption of deployment and growth best practices. ASMs will work closely with internal Microsoft team members to guide CSP partners consumption maturity, scaling execution through partner of customer deployment and growth motions aligned to Stages 4 and 5 of the Microsoft Customer Engagement Methodology (MCEM).

This role is flexible in that you can work up to 100% 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

• Manage a global community of Azure Success Managers in developing consistent best practices to operate the function and drive consistency in each region and globally. Develop set of processes, guidelines, mechanisms, user groups, deliverables to enable the community to be successful

• Conduct monthly forums to share information and generate new ideas that will result in continued optimization of the community

• Work closely with reporting resources, product management resources and global coo community to drive delivery excellence in the ASM function

• Cater the community focus towards key KPIs for the ASM role and drive accountability by region

Content Creation and Delivery

• With minimal supervision, contributes to creating, managing, and delivering content (e.g., blog posts, videos, images) for channels for a product(s). Partners with other teams (e.g., Art, Marketing, Public Relations) to obtain relevant assets for content creation. Contributes to content creation, using style guides and templates sparingly and asking for guidance when deemed necessary. Demonstrates an understanding of the general voice and tone used to represent a product(s) to the public. Contributes to curating community-created content to highlight on assigned social media channels for a product(s).

Customer Experience

• Contributes to enforcing and upholding established user guidelines, banning and/or reprimanding users as necessary, seeking guidance when appropriate for official community channels. Fosters and curates a positive, healthy community. Escalates concerns to colleagues when appropriate. Tracks and escalates problematic trends observed through channels to appropriate internal partners (e.g., Marketing, Public Relations, Customer Support) with minimal oversight.

• With minimal supervision, contributes to identifying and creating opportunities for developing and fostering deeper community engagement, interaction, and participation through official events and channels (e.g., game trade shows, community meetups, videos, social media, streamed events, live chats, question and answer [Q&A] forums) for a product(s). Participates in and collaborates with internal teams (e.g., Events) on running live events (e.g., game and trade shows), and coordinates and runs community summits (e.g., creator and/or community meetups). With minimal supervision, organizes and runs limited online engagements (e.g., online chats, Q&As forums), and partners with internal teams (e.g., Events, Marketing, Video Production) to contribute to large events (e.g., streamed events) targeting a product's community. Fosters a sense of excitement for and being valued by Microsoft for a product(s)' customers and community.

Relationship Management

• Under minimal supervision, coordinates and collaborates with internal stakeholders (e.g., Corporate, External, and Legal Affairs [CELA], Engineering, Art, Marketing) to mutually share relevant findings, align on needs and requirements, deep dive on product features, and ensure necessary compliance for multiple assigned community channels around a product(s). May make recommendations to stakeholders for actionable items. Makes plans for future community engagement work based on stakeholder input.

• With guidance and support, contributes to building and managing relationships with community influencers and content creators for a product(s). Contributes to developing a sense of being valued by the company in influencers/creators, encouraging them to champion and evangelize a product(s) by providing support, information, and resources. Contributes to working directly with assigned influencers/creators to grow future organic marketing opportunities. Identifies new influencers/creators, shares findings with colleagues, and contributes to decisions around new influencer/creator engagement.

• With minimal supervision, contributes to building and managing relationships with external stakeholders (e.g., production teams, development teams, vendors) and partners (e.g., moderation agency, social media) for a product(s) from a community management framework. With minimal supervision, helps serve as a conduit for community perspectives by ensuring external partners are up to date on community status, health, and attitude for a product(s). Assists with liaising and/or directly liaises with external partners to coordinate future community management tasks for a product(s). Assists with liaising and/or directly liaises with external companies to ensure synchronicity on one or more channel platforms for a product(s).

Customer Research and Reporting

• With minimal supervision, contributes to customer research for a product(s) through multiple methods (e.g., user research, focus groups, social listening, telemetries) to identify and leverage community trends (both positive and negative) and community feedback. May make recommendations to stakeholders for actionable items based upon customer research findings.

• With minimal supervision, creates and delivers reports on key performance indicators (KPIs) for a product(s). Tracks health, safety, and positivity of community using their specific channel. Consolidates, interprets, and reports findings on multiple social media and community-related outcomes (e.g., social growth, user engagement and traffic, social listening findings).

Early Access Program Management

• Contributes to drafting daily communications and status updates to beta/flighting participants with minimal oversight. Gives status updates to beta/flighting participants on known issues. Contributes to participant selection for closed beta opportunities with minimal supervision. Performs outreach to identified potential participants to recruit for beta/flighting. Contributes to managing channels dedicated to beta/flighting, seeking guidance when necessary. Curates and fosters specialized beta/flight groups recruited and representing specific segments of the community (e.g., insider group, creators) under non-disclosure agreements (NDAs) for pinpointing specific needs in advance of larger beta/flighting efforts.

• Contributes to relaying findings from Embody our culture and values

Qualifications

Required/Minimum Qualifications

• Bachelor's Degree in Business, Operations, Finance or related field AND 4+ years work experience in program management, process management, process improvement

• OR equivalent experience.

Business Program Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 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 $122,000 - $200,500 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

Microsoft will accept applications for the role until July 8, 2024.

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) .