Sr. Customer Experience Engineering Manager

Overview

Are you interested in working for one of the most exciting and fastest growing teams in Microsoft, passionate about exceeding customer expectations and advancing Microsoft's cloud first strategy Are you interested in a start-up like environment, excited about cloud computing and driving growth in one of Microsoft's core businesses If so, then look no further!

Come join us and surround yourself with people who are passionate about cloud computing and believe that  extraordinary support is critical to customer success  and are fundamentally changing how we deliver support to our top Azure customers transforming them into being Azure fans.

We are  Azure Cloud Engineering (ACE)  – a global Azure Engineering Support organization (part of Azure Customer experience group) that is customer-obsessed, and support engaged, with an engineering mindset. Our mission is to turn Azure customers into fans with a world-class engineering-led support experience.

We are looking for a people leader who is customer-obsessed with an engineering mindset to help us on our mission to deliver world class support experiences to our key Azure customers. This role is ideal for someone who is passionate about deploying and supporting cloud services with knowledge of usage patterns for these services. This role requires strong business and people leadership and technical background to manage a team of Azure Customer Engineers responsible for providing world class support to key customers on Azure. You will partner with engineering teams within Azure, support, and field teams to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support.

Qualifications

Qualifications and Experience :

• 12+ years of customer facing experience managing critical situations for global Fortune 500 customers.
• 3+ years of experience managing and leading highly technical teams in an agile & fast-paced environment.
• 3+ years of experience identifying customer needs & requirements, resolving customer reported challenges, developing customer-centric solutions, and delivering stellar customer experiences.
• 3+ years of experience in a support, product management, program management or engineering environment.
• Demonstrated track record of juggling multiple priorities successfully in a fast paced, agile environment.
• Possess successful cross-teaming skills, including cultivating and influencing virtual stakeholder teams to achieve large impact results.
• Demonstrated ability to recruit and develop global teams that innovate and drive change.
• Sound understanding of cloud computing technologies across various customer lifecycles of deployment and support.

Responsibilities

Responsibilities :

As a Customer Engineering Manager, you are accountable for the customer's support experience on Azure by driving engineering led support and improving customer confidence on Azure. The responsibilities for this role include :

Continual Engineering Improvement :

Technical Readiness :

People and Culture :

Skills Required

Product Management, Customer Relation