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.

　　Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

　　Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams. Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.

　　The Technical Pre-sales and Deployment team, is an essential component of Microsoft''s partner network. Our team plays a pivotal role in understanding customer needs and delivering technical expertise during the sales process. By leveraging deep knowledge of Microsoft technologies and solutions, we enable partners to design and propose tailored solutions that align with customer requirements. Furthermore, the team actively supports partners throughout the deployment phase, ensuring smooth implementation and customer satisfaction. Ultimately, this collaboration empowers partners to deliver successful projects and maximize the value of Microsoft products and services for their customers.

　　This role is flexible in that you can work up to 50% 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.

　　Responsibilities

　　Customer Experience

　　• Proactively reviews partner feedback (e.g., surveys) to identify and understand the drivers of satisfaction and dissatisfaction, determine the root cause, and establish recovery actions to improve experience.

　　Consultations

　　• Uses business, technology, and industry strategies to define customer/partner requirements and constraints. Leads conversation with partner to identify the requirements of the business and/or scenario they are trying to solve.

　　• Guides partners in one-to-one consultation to provide solutions to the customer environment within primary or minor solution areas (e.g., architectural guidance, request for proposal [RFP] assistance, deployment guidance). Identifies and recommends complimentary solution areas.

　　• Gathers partner feedback in real time to deliver to respective planning team based on the support the market needs.

　　• Identifies partner needs and recommends more complex or broader range of technical solutions (e.g., security assessments, privacy, data retention) or technical best practices through feature comparison, architecture design, proofs of concept, etc., and shares materials to help partners meet their business goals at a support-market level.

　　Operational Excellence

　　• Records and updates labor in incident-management tool.

　　• Documents case status, logs a record of their labor and activities on valid solutions, and has timely engagement and follow up with partners.

　　• Records and updates technical and professional skills in a tracking tool.

　　Technical Expertise

　　• Proactively and continuously learns new technology in their respective solution area and builds knowledge in additional solution areas. Collaborates with other Partner Technical Consultants (PTCs) by sharing experiences, best practices, and product news. Attains proper accreditation needed to deliver different intellectual property. Participates in relevant technical communities.

　　• Develops and maintains knowledge in intellectual property (IP). Assists in the creation of IP content. Communicates areas that need refreshing or gaps in intellectual property. Leads the creation of IP so they can deliver in a similar manner and use the same resources.

　　Internal Collaboration

　　• Identifies collaboration opportunities and/or requirements of regional subsidiaries across solution areas. Collaborates with Service Account Managers (SAMs) to identify appropriate solutions for partners.

　　Other

　　• Embody our culture and values

　　Qualifications

　　Required/Minimum Qualifications

　　• Experience with technical pre-sales, technical support, or technical consulting

　　• In depth product knowledge on Dynamics 365 Business Central or SMB ERP applications and experience with relevant technologies .

　　• Preferably have hands-on work experience in CRM based solutions including areas such as Case Management, Sales Productivity, Supply Chain, Field Services, Project Service Automation, Customer Care and Contact Center

　　• Current Microsoft certification(s) in the technologies supported

　　• Demonstrate critical thinking and ability to develop strategic ongoing customer and partners relationships.

　　Additional / Preferred Qualifications

　　• Power Platform know-how is an advantage

　　• Consulting experience

　　• Bachelor's Degree /Master's Degree in Computer Science, Information Technology

　　Language Qualification

　　English language - confident in reading, writing and speaking

　　Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .