Customer Experience Program Manager
Microsoft
Customer Experience Program Manager
Multiple Locations, Japan
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Overview
At the M365 Growth and Incubation organization, our mission encompasses both delivery and discovery. You will provide consultative services to customers to safeguard and expand our core business, while simultaneously innovating and experimenting with solutions for future growth.
The Customer Experience Program Manager is tasked with managing every aspect of the post-sales customer lifecycle, from product onboarding to offering strategic insights and recommendations, and exploring experimental solution for a strategic portfolio of customers in Japan and the Asia Pacific region. This position requires effective communication skills in both Japanese and English, meticulous attention to detail, diligent follow-through, and the ability to manage a high volume of responsibilities efficiently.
The ideal candidate is passionate about delivering exceptional customer experiences in the employee experience technology sector, excels in navigating ambiguity and change, and embraces continuous learning and a growth mindset in a fast-paced environment.
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.
Qualifications
Required Qualifications:
- Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in engineering, product/technical program management, data analysis, or product development
- OR equivalent experience.
- Ability to deliver services in both Japanese and English.
- Proven experience in one or more in the following areas: SaaS implementation, Customer Success, Professional Services, IT Service Delivery, Project/Program management, Technology Services and/or Consulting, HR consulting
- OR equivalent experience.
- Proven skills in all following areas: Strategic account management and/or stakeholder management, Project/Program management, Presentations/Communications.
Other Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications:
- Experience creating and transforming consulting solutions to drive scale and impact, preferably in a Saas company.
- Change Management experience and certification (i.e. Prosci certification).
- Experience in statistics, survey design, and organizational psychology/people theories.
- Storytelling skills with data.
- Organizational Development skills.
- Employee experience / Engagement product knowledge.
- Technical trouble shooting skills.
- Escalation management skills.
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Responsibilities
- Account Management: Actively oversee customer health and mitigate risks, manage escalations, and ensuring renewal and upsell opportunities. Develop success plans and provide recommendations.
- Consultation Service Delivery: Deliver comprehensive solution consultation services to customers, including onboarding and implementation, advisory on best practices, and presentation of strategic insights and recommendations.
- Customer Advocacy: Gather customer feedback, coordinate team resources to address issues, identify solutions, and drive customer progress with product outcomes.
- Product Subject Matter Expert: Proactively address complex products or solution-related requests or issues from customers, manage customer expectations and resolve issues. Serve as a reliable point of contact for customers by offering consistent and relevant product advice.
- Collaboration with External/Internal Stakeholders: Build strategic relationships with customers to co-create People Success strategies and integrate programs and insights across talent initiatives. Collaborate with various Microsoft organizations to lead internal cooperation, account strategy, renewal, and upsell discussions.
- Discovery and Experimentation: Partner with various Microsoft teams on experimental projects with customers to explore business growth opportunities, develop innovative solutions, and build on utilizing available resources and self-learning.