Business Program Manager

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft's products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers' expectations in every interaction, whether in-product, digital, or human-centered.

CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft's portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

Microsoft's mission is to empower every person and every organization on the planet to achieve more-and we have an unparalleled opportunity to bring this mission to life in the AI Business Solutions organization. Our culture is centered on embracing a growth mindset, 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 achieve our mission.

We are looking to hire a Business Program Manager to design and execute Programs to drive revenue growth for the SME&C segments for AI Business Solutions, reporting to the GM, SME&C Sales Acceleration within the AI Business Solutions solution area organization.

Within Small, Medium Enterprises & Channel (SME&C), we serve Corporate and SMB customers at scale - reaching the breadth of the market through a customer-first operating model, a partner-led (CSP) motion, and high-velocity, digital-first engagement. This role focuses on designing programs that generate pipeline and accelerate revenue across pricing levels (EA and CSP) while driving healthy usage, adoption, and renewal.

Our SME&C team is a collaborative, diverse group passionate about helping stakeholders accelerate the sales cycle to reach shared goals faster. 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.

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

Business Program Planning and Design

* Performs research and analysis across the SME&C Corporate and SMB market (internal sales, partner-channel, and external market/customer data), forecasts, and examines business trends to size the addressable audience and scope programs across pricing levels (EA and CSP), staying current, agile, and competitive.

* Demonstrates thought leadership in contributing to SME&C growth priorities, business goals, objectives, and strategies, as well as short- and long-term business priorities.

* Gathers program requirements, identifies resource needs, creates the project plan and targets across MCEM stages, and works across teams to align on the plan of record.

* Works with cross-functional stakeholders (e.g., Business Architecture, Engineering, Marketing, Finance, SE&O, Field, and the Partner org) to design highly complex programs - spanning direct/field and partner-led (CSP) motions - from initiation to delivery, independently.

* Provides expertise to produce collateral (e.g., seller guides, strategy walking decks, internal and external/partner pitch content) that incorporates stakeholder needs and ensures the business objectives are met.

* Facilitates defining and tracking of success criteria and performance metrics (e.g., OKRs/KPIs) - such as pipeline generated, net paid seats add (NPSA), adoption, usage, renewal, impact, and effectiveness - for the program.

Business Program Evaluation and Improvement

* Provides insight to collect and evaluate success criteria and performance metrics (e.g., KPIs) - such as close rate, adoption, usage health, renewal, net new revenue (NNR), and customer feedback - and uses scorecards and dashboards to monitor highly complex programs and ensure all activities align with business and program objectives.

* Leads the synthesis of data analytics (e.g., scenario analyses) to derive insights and readiness that help identify current and future program risks and mitigation plans, as well as opportunities to streamline and optimize programs based on lessons learned.

* Improves the operations of existing programs by applying industry methodology, defining highly complex program issues, assessing various scenarios, and selecting the optimal scenario to resolve issues.

* Designs and executes targeted…