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Job Details
Posted date: Aug 08, 2025
There have been 2 jobs posted with the title of Principal Customer Experience Program Manager - CTJ - TS/SCI all time at Microsoft.Category: Program Management
Location: Reston, Virginia
Estimated salary: $222,050
Range: $139,900 - $304,200
Employment type: Full-Time
Travel amount: 50.0%
Work location type: Up to 50% work from home
Role: Individual Contributor
Description
Microsoft has an exciting opportunity for a Principal Customer Experience Program Manager in the Cloud+AI Silver Team. This team is responsible for customer deployments within the Silver and Sovereign environments. In this role, you will have the opportunity to work with engineers and teams across Silver and Sovereign who enable a broad set of Azure services to be consumed by internal and external customers in highly secured and regulated industries.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.
Architecture and Adoption Consumption
Reviews and independently conducts customer business model and industry research and proactively ensures alignment across multiple team resources to address potential varied and dynamic complexities with customer issues/solutions within scope and drive customer acceleration in conjunction with product outcomes. Identifies met and unmet customer needs that are not feasibly executed/cannot be committed for product planning. Prioritizes product needs and development based on time, cost, and resources. Redesigns the customer strategy to accommodate for the product priority. Proactively creates and maps Microsoft solutions to customer requirements and environment, leveraging deep technical expertise within the customer industry, customer business goals, and technical capabilities to align solutions that meet customer needs. Collaborates with customers and/or internal stakeholders to communicate strategy and align solution implementation timeline, provide updates, and adapt plans to changing goals. Works with team to provide technical expertise to customer and enable opportunities for evangelizing and optimizing the product and use case, allowing for further integrating of platforms and solutions into the customer business, driving product usage. Enables engineers to provide customers with solution implementation success and advancement of Microsoft technology use.Anticipates highly complex product/solution-related requests or issues from customers. Captures comprehensive and complex product insights based on customer needs and requirements to further develop the product, synthesizing insights across some customers. Answers complex program/project management related questions and directs highly technical questions to the appropriate expert (e.g., developers, feature project managers [PMs], other engineering product groups) for resolution. Communicates with customers and engineers to identify root causes and blockers while providing updates and reassurances. Provides engineering team with necessary resources to address issues. Consumes engineering resources to proactively approach customer issues that are not clearly defined. Guides others to do the same.Acts as a trusted product advisor for the customer. Proactively identifies potential customer needs and plans for resolution. Guides others to do the same. Consistently meets customer-identified needs. May help to define complex product and program strategy from customer interactions. Delves into customer conversations to discover unmet needs and starts to innovate processes to more efficiently accelerate customers, based on their capabilities and goals, across multiple product groups. Efficiently executes customer solutions and projects, scaling as possible. Closely collaborates with and coordinates teams of architects and engineers to relay customer goals and enact actionable solutions. Collaborates with multiple cross-functional teams of architects, engineers, and support to relay customer goals, evaluate suggested actionable solutions, and establish cadence for product adoption. Resolves day-to-day issues within scope before escalation to other engineers. Independently impacts complex platform/program strategies and solution approach widely for current and future customers. Proactively innovates from established plans and processes to better accommodate the customer capabilities and goals across multiple product groups in order to efficiently execute customer solutions and projects, scaling for multiple/complex enterprises as possible.Enablement
Coordinates engineering resources for sales teams in customer interactions to accelerate deal closing and technology adoption. Provides trends to engineers on client strategy, current capabilities, and digital environment. Provides resources and insight to enable pitches for complex, innovative product/feature-area pitches with account teams.Proactively collaborates with customers to identify conditions of success, including unmet needs, with in-depth expertise to efficiently gather requirements. Models how to qualify if the customers have met the conditions of success. Resolves customer-identified and self-inferred potential remaining complex blockers of deployment and/or escalates to the technical expert, if needed. Rescopes and revaluates project as needed, independently. Proactively assesses customer satisfaction and synthesizes product acceleration feedback to aid in future customer deployment. Documents client processes and learnings during customer projects and engagements to identify complex patterns in insights for process development, across a wide variety of customers (e.g., blockers in the beginning, actions taken, qualifiers of success).Identifies potential issue areas for implementation. Relays complex and innovative development opportunities and/or prioritizes customer goals in alignment with internal development. Contributes to and reviews training content to enable teams to expedite customer acceleration and integration. Provides best practices around scenarios and value proposition. Conducts internal learning sessions based on storytelling and/or business cases. Presents solution stories at external events to establish Microsoft as an industry leader, providing scenario and/or strategy examples based on industry and customer goals. May evaluate new product/platform offerings for feasibility, applicability, and market readiness, and provide relevant insights and enablement outputs to sales/engineering teams. Leverages complex understanding of pain points of field/sales organizations to address. Builds upon framework and guides others to evangelize (e.g., talking at different events, team meetings, articulate the value proposition) to key internal stakeholders about program updates. Espouses capabilities, impacting a wide breadth of organizations.Product and Service Insights
Evaluates customer short- and long-term strategy effect on product alignment, with consideration for other customer's priorities. Proactively advocates for and enacts the development and optimization of Microsoft solutions alongside evolving customer platforms and goals. Begins to create and generate product hypotheses and looks to prove/disprove them to feed into the overarching engineering strategy, plans, and solutions. Leverages insight from customer cases, issues, and use of Microsoft products to enhance existing products and services. Uses telemetry data and identifies large and impactful trends to proactively develop and present solutions to customers before the issue is brought up, leveraging customer engineers to resolve the solution.Additional Responsibilities Drive and effectively manage strategic and complex projects with executive visibility and critical dependencies across a variety of cross functional teams.Interface with customers and/or internal stakeholders to gain necessary information to align project timelines, provide updates, and adapt plans to changing goals. Communicate effectively to keep all the stakeholders (internal Microsoft & customer) informed of the progress of the project, issues, blockers, successes, and impact to drive adoption and realize value.Manage engineering projects through Azure Dev Ops (ADO) or like engineering services tool, focused on prioritization, planning, scheduling, risk management, quality control and effective and efficient decision making for customer projects.Understand the technical challenges, constraints and blockers faced by customers and provide recommendations for solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team to successfully deploy solutionsDevelop a deep understanding of how internal and external customers use Azure to drive adoption and refine and iterate program processes, tools, and strategies based on data and feedback.Be Voice of Customer to share insights and best practices and partner with engineering, compliance, commerce, legal, and other Microsoft teams to gather feedback and translate customer demand signals into platform priorities to improve or unblock Azure solutions.Drive and effectively manage strategic and complex projects with executive visibility and critical dependencies across a variety of cross functional teams.Interface with customers and/or internal stakeholders to gain necessary information to align project timelines, provide updates, and adapt plans to changing goals. Communicate effectively to keep all the stakeholders (internal Microsoft & customer) informed of the progress of the project, issues, blockers, successes, and impact to drive adoption and realize value.Manage engineering projects through Azure Dev Ops (ADO) or like engineering services tool, focused on prioritization, planning, scheduling, risk management, quality control and effective and efficient decision making for customer projects.Understand the technical challenges, constraints and blockers faced by customers and provide recommendations for solving these challenges by suggesting multiple solutions and workarounds along with pros and cons for each approach, to enable the customer / partner team to successfully deploy solutionsDevelop a deep understanding of how internal and external customers use Azure to drive adoption and refine and iterate program processes, tools, and strategies based on data and feedback.Be Voice of Customer to share insights and best practices and partner with engineering, compliance, commerce, legal, and other Microsoft teams to gather feedback and translate customer demand signals into platform priorities to improve or unblock Azure solutions.
Qualifications
Required/minimum qualificationsBachelor'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 developmentOR equivalent experience.Other Requirements
Security Clearance Requirements: Candidates must be able to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
Candidates must have an active TS/SCI and be willing to upgrade to TS/SCI (with polygraph). This role will require candidates to maintain the TS/SCI (with polygraph) clearance. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. Failure to maintain or obtain the appropriate clearance and/or customer screening requirements may result in employment action up to and including termination.Clearance Verification: This position requires successful verification of the stated security clearance to meet federal government customer requirements. You will be asked to provide clearance verification information prior to an offer of employment.Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.Citizenship & Citizenship Verification: This position requires verification of U.S. citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customer and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, citizenship will be verified via a valid passport, or other approved documents, or verified US government Clearance Preferred/Additional Qualifications Master's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 8+ years experience in engineering, product/technical program management, data analysis, or product development OR Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 12+ years experience in engineering, product/technical program management, data analysis, or product development OR equivalent experience.Customer Experience Program Mgmt IC5 - The typical base pay range for this role across the U.S. is USD $139,900 - $274,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $188,000 - $304,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until August 15th, 2025.
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. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
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