Market Strategy Manager WE HQ - Enterprise Commercial

Om jobbet

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

If you are a proven sales strategist who has strong commercial industry understanding, cross-group collaboration skills and drives for impact and influence at all levels of the company, then the Market Strategy Manager for Enterprise Commercial Customers role in our Market Strategy and Customer & Partner Experience (CPE) organization has an exciting opportunity for you. You will be working with our top leaders to influence and design the go to market strategy and growth planning by contributing actionable market, customer and compete intelligence in the Enteprise Commercial space.
Responsibilities:

Voice of Customer

• Leverages customer listening engines to collect local customer feedback and trends and uses a variety of data collection methods to ensure a wide array of perspectives (e.g., coordinating roundtables, conducting one-on-one interviews, surveys, etc.). Supports and coordinates the end-to-end administration and communication strategy of key data collection methods. Engages in conversations with customer stakeholders to listen to and better understand customers' business experience with relevant products/services.
• Aggregates multiple data sources to provide actionable insights tied to specific roles, industries, segments, geographies, etc. Generates insights that are backed up with credible data points and evidence and leverages best practices, data points, etc. from other areas. Leverages storytelling techniques to create compelling stories to share with internal stakeholders key lessons learned from customers and partners. Leads analyses to generate insights and shares insights across the organization.
• Identifies, manages, and coordinates with the appropriate stakeholders on relevant improvement plans, and adds specific steps and facts to plans to help ensure a smooth process. Leads the development of problem statements and identifies customer problems that need to be addressed. Creates action plans that are measurable and entail concrete outcomes.

Customer Satisfaction

• Develops a point of view on what needs to change regarding customer and partner-related processes, systems, and products. Leads customer and partner-related initiatives and takes accountability for driving these forward through the relevant business groups. Focuses on driving measurable improvements to the customer experience and works to influence change acceptance for other groups.
• Navigates the Microsoft organization, hierarchies, and uses knowledge of key business drivers and stakeholder priorities to influence others. Connects people and processes in the relevant area to ensure the customer and partner experience integrates into business plans and decisions to drive impact.​ Establishes a standard approach to stakeholder engagement to inform and listen to feedback, and continuously captures feedback from stakeholders on the progress of customer improvement plans. Engages with senior leadership across relevant organizations and works to influence them to drive customer and partner improvements.
• Supports strategic and complex business planning (across multiple segments and audiences) and execution projects. Works with the relevant teams on planning projects, and reviewing possible opportunities to ensure plans move forward in a timely manner. Connects people and processes in relevant areas to ensure the customer and partner experience integrates into business plans and decisions.​ Develops and executes plans with quality to achieve a defined result on important Customer and Partner opportunities in relevant areas.

Customer/Partner Obsession

• Advocates for and celebrates customer-centricity and a customer-obsessed culture and drives accountability for this within roles across the organization. Amplifies customer obsession by sharing success stories and modeling excellent customer obsession behaviors for others to follow. Possesses a sense of ownership for customer loyalty and diligently works to instill this in others. Incorporates the customer-obsessed mindset into all conversations to help drive culture change.
• Deeply understands the customer experience in specific areas, including industry trends and key competitors​​. Learns about customer/partner business needs, regional differences, etc. Demonstrates a working knowledge of the customers' set of Microsoft products/services and how they impact the customers' business. Acts as a subject matter expert of the customer's business for internal stakeholders.

Programs Management

• Influences and supports programs that impact customer satisfaction (e.g., customer segmentation, customer account management). Ensures the customer voice is included in the planning and decision-making within key programs. Gains access to the senior leadership decision-making processes. Drives field awareness on proper escalation paths and involves leadership where appropriate. Prepares customers for any changes that will be taking place to any products/services they use.

Qualifications:

Required/Minimum Qualifications

• Bachelor's Degree (or equivalent) in Sales, Marketing, Computer Science, Computer Engineering, Information Technology (IT), or related field AND significant experience in change management, project management, customer engagement, organizational development, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management

• OR equivalent experience

• Proven experience in Commercial market (Retail, FSI, Manufacturing or Telco) and business processes
• Excellent business analysis, communication, and presentation skills
• Ability to thrive in collaborative, cross-functional team environments to gain followership
• Ability to be articulate, to think strategically and in a structured manner, and to land data-driven recommendations with business partners at a senior executive level
• Ability to successfully resolve ambiguous or potential conflict situations and drive alignment
• Passionate about building new projects and processes within a fast-paced environment, while changing the way customers perceive our brand and products

Additional or Preferred Qualifications

• Master's Degree, MBA (or equivalent) AND proven experience in change management, project management, customer engagement, sales/business engagement, relationship management, analytics, or customer feedback and intelligence program management
• OR equivalent experience.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.