Microsoft · 1 day ago
Principal Customer Experience PM
United States
Full-time
Remote
Lead/Staff
$131K/yr - $277K/yr
10+ years expMicrosoft is redefining how work gets done in the era of AI, and they are seeking a Principal Customer Experience Program Manager to lead customer engagement and drive measurable business outcomes across Microsoft 365. This role involves understanding customer journeys, influencing product strategy, and ensuring high-quality delivery of services to enhance customer experience and adoption.
Agentic AIApplication Performance ManagementArtificial Intelligence (AI)Business DevelopmentDevOpsInformation ServicesInformation TechnologyManagement Information SystemsNetwork SecuritySoftware
Responsibilities
Lead customer engagement and growth program with select must win customers, driving measurable business outcomes across Microsoft 365 through competitive wins, customer acquisition, migrations, and sustained usage in complex, ambiguous environments
Own end-to-end customer success motions for strategic commercial customers, partnering with field sales, account teams, FastTrack, and partners to plan and execute high-quality engagements across cloud and on-premises workloads that accelerate deployment and value realization
Represent the voice of switchers and strategic customers, engaging deeply and directly with customers to triage, prioritize, and operationalize feedback, and translating competitive insights into clear, actionable signals that influence product strategy and execution
Influence product direction and platform evolution, partnering with Microsoft 365 product teams to balance customer needs, technical constraints, cost, and opportunity while improving fundamentals, simplicity, and AI-first experiences
Drive cross-organizational alignment without authority, connecting stakeholders across engineering, sales, customer success, partners, and leadership to unblock issues, anticipate systemic risks, and ensure cohesive execution
Define success metrics and operational rigor, establishing usage signals, health indicators, and leading metrics to guide decision-making, measure impact, and continuously improve customer outcomes
Ensure high-quality delivery of partner and FastTrack services, improving customer experience, accelerating migrations, and driving durable adoption of Microsoft cloud services
Communicate progress and insights to senior leadership, regularly presenting plans, customer showcases, competitive reviews, and executive briefings, including support for conferences, events, and leadership engagements
Raise the bar for program excellence, operating with multi-quarter ownership and accountability, proactively addressing systemic challenges, and serving as a role model and thought partner within the PM community
Qualification
Required
Bachelor's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 10+ 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
Master's Degree in Sales, Marketing, Computer Science, Information Technology (IT), Data Science, Business Analytics, Business, Finance, Mathematics, Physical Sciences, Humanities, or related field AND 12+ 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 15+ 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
8+ years of success in complex technical engagement management and/or program management required
Prior work experience in consulting, delivery management and deep knowledge of competitive products and platforms position focused on collaboration and workforce productivity
Leadership: This role requires effective communication skills and the ability to demonstrate executive presence and confidence when engaging with customers at all levels
Demonstrates the ability to lead and empower teams made up of Microsoft, partner, and customer contributors, fostering collaboration and alignment to deliver complex solutions that drive overall customer success
Relationship Building: Proven track record of building relationships with senior customer executives in large or highly strategic accounts
Experience in managing various stakeholder relationships to get consensus on solutions/engagements required
Demonstrates effective engagement management skills, including planning and managing a portfolio of engagements, driving cross‑group collaboration, orchestrating resources effectively, communicating with clarity, applying strong analytical capabilities, and maintaining exceptional attention to detail
Collaboration and Communication: Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication
Demonstrates effective presentation skills and is comfortable engaging large audiences across all levels of management, including senior executives, IT leaders, database administrators, and business decision makers
Technical: Experience with cloud and hybrid infrastructures, architecture designs, and preferred migrations
Knowledge of market trends and competitive insights are a must. Understanding partner ecosystems and the ability to leverage partner solutions to solve customer needs
Company
Microsoft
Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services.
10001+ employees
H1B Sponsorship
Microsoft has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9192)
2024 (9343)
2023 (7677)
2022 (11403)
2021 (7210)
2020 (7852)
Funding
Current Stage
Public CompanyTotal Funding
$1MKey Investors
Technology Venture Investors
2022-12-09Post Ipo Equity
1986-03-13IPO
1981-09-01Series Unknown· $1M
Leadership Team
Satya Nadella
Chairman and CEO
Vukani Mngxati
Chief Executive Officer - Microsft South Africa
Recent News
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