Principal - Customer Experience Program Manager

Microsoft’s Windows Cloud Customer Acceleration Team works with strategic customers to improve Windows 365 and Azure Virtual Desktop adoption. The Principal Customer Experience Program Manager gathers customer and engineering insights, helps resolve adoption and sales blockers, influences product priorities, and enables the deployment ecosystem.

Responsibilities:

• Product & Service Insights: Working with the rest of the Windows 365 engineering team, use your knowledge from enterprise customers and technical expertise to help guide the future direction of our product. Directly influencing product roadmap to build better products
• Ecosystem Enablement: Use your knowledge from enterprise customers and broad technical subject matter expertise to train and enable our scalable deployment ecosystem. Driving investments within the ecosystem to build better products for our scale motion. Collaborate with key internal and external partners to identify their business and technical requirements to drive alignment and continuous improvements

Requirements:

• Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 6+ years experience in engineering, product/technical program management, data analysis, or product development
• OR equivalent experience
• Ability to forge solid relationships with customers (Business Decision Makers, CSOs and IT Leaders), speaking on behalf of Engineering, helping them understand our value proposition and our services
• Work closely with other product managers, software engineers, and product marketing teams throughout the product development lifecycle to deliver best-in-class customer experiences
• Experience in identifying product gaps and advocating on behalf of the customer to make our products solid with proven track record driving the prioritization of product improvements based on actual customer requirements
• Demonstrated broad technical awareness & product knowledge across:
• Microsoft 365 endpoint/desktop management (Expertise in the any of the following is advantageous: Windows 365, Intune, Microsoft Endpoint Manager, Configuration Manager, Azure Active Directory)
• Microsoft desktop virtualization (Azure Virtual Desktop, Remote Desktop Services)
• Microsoft Azure technologies, specifically networking and compute
• Demonstrated knowledge of the software development methodologies
• Demonstrated broad technical knowledge of Microsoft cloud and endpoint technologies, with experience in one or more of the following areas:
• Windows 365, Azure Virtual Desktop, Windows, Intune, or related endpoint management technologies
• Microsoft Azure technologies, particularly networking, compute, identity, security, and hybrid cloud scenarios
• Enterprise desktop virtualization, application delivery, and modern endpoint infrastructure
• Experience working directly with large enterprise customers and business and technology decision makers, representing engineering and helping customers successfully adopt and deploy complex cloud technologies
• Demonstrated ability to build trusted relationships with strategic customers, understand their business and technical requirements, and translate customer needs into actionable engineering priorities
• Experience identifying product gaps and advocating on behalf of customers, with a proven ability to influence the prioritization and delivery of product improvements based on customer requirements and feedback
• Experience leading complex, high-impact customer engagements, including technical blockers, escalations, architecture discussions, and deployment or adoption challenges
• Demonstrated ability to work across product management, engineering, support, sales, and field organizations to drive customer outcomes and resolve complex cross-functional issues
• Ability to communicate complex technical and business topics clearly to both technical and non-technical audiences
• Experience using customer insights and deployment learnings to influence product strategy, engineering investments, readiness, or go-to-market activities
• Ability to operate effectively in ambiguous environments, prioritize across multiple high-impact customer engagements, and independently drive issues to resolution
• Experience mentoring others, sharing technical and customer expertise, and contributing to a collaborative team culture
• direct experience working with customers is highly desired