Customer Engagement and Business Manager

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. 

The Strategy and Operations team is dedicated to driving the strategic vision and operational excellence across CE&S. We aim to enhance our company's edge by leveraging market insights, fostering innovation, and ensuring seamless execution of strategic initiatives. 

As a Customer Engagement and Business Manager, you will be responsible for developing a compelling narrative that showcases the essence of our business and commitment to our customers, including building impactful comms plans, creating content and executing on tactics that positively influence perceptions and sentiment of what we deliver. You will have the opportunity to build a people and culture plan that celebrates the amazing people and work we do as a team. You will also coordinate customer engagements, ensuring the most impactful experience for our customers and the best use of time for our leadership team. Creativity, resourcefulness, agility, confidence and negotiation skills are a must. 

We are looking for someone who loves both the art and science of communications, who demonstrates a customer centric mindset, and has a passion for business excellence. 

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.

• You will proactive plan Corporate Vice President (CVP) engagements with customers in alignment with the team's strategy, goals, and objectives.   
• You will run an effective triage process for directing ownership of all customer engagement requests from the field.   
• You will coordinate and manage to closure all customer escalations and follow up actions directed towards the CVP including coordinating with teams across the organization.  
• You will plan and support customer visits to the Microsoft Executive Briefing Center and/or site. 
• You will be the primary point of contact (POC) aligning with local teams and stakeholders to prepare for site visits, working directly with associated Executive Offices from planning to execution, and driving follow up actions and communications.    
• You will maximixe the engagements undertaken by the CVP during domestic and international travel, including aligning with local teams and stakeholders to prepare for site visits, prepping the leader, and driving follow up actions and communications.  
• You will collaborate and coach account teams on exec engagement strategy and CVP preferencss to ensure appropriate use of time.  
• You will compose the strategic narrative and ensure the CVP has the assets necessary to deliver clarity both internally and externally. In addition to ensure customer facing communication aligns with standards, working closely with our internal partners in CELA and marketing. 
• You will collaborate with others to produce communications materials and tactics, leading agency teams as needed. You’ll also choose and manage agency partnerships. 
• You will develop the communications strategy through thought leadership initiatives, then execute tactics to support that strategy. This will involve ensuring a consistent voice across channels. 
• You will use data and insights to develop storytelling opportunities, while determining the story formats. You’ll also develop collateral materials for specific initiatives and events. 
• You will leverage your expertise of stakeholders to execute tasks, as well as manage and refine expectations and priorities. You’ll also identify opportunities to enhance public perception, as well as anticipate and respond to factors that impact our reputation. 

Other:

• Embody our and .