Senior Customer Experience Manager, Microsoft, GDC

Senior Customer Experience Manager

Remote 8-5 PST

Want to be part of an amazing team, hell-bent on crafting a better future in the customer advocacy and evidence space?

Our CX Strategy & Solutions Practice is looking for a Senior Customer Experience Manager who can revolutionize Microsoft’s B2B storytelling strategy around customer evidence. If you are customer-obsessed, creative, and love to push the limits of what’s next, this is the role for you.

We are consultants. Strategists. Creators. Doers. Achievers. Explorers. Geeks. Hipsters. Leaders. Learners. Renegades. Seekers. Visionaries. And we fundamentally believe that we’re better together.  

As a Senior Customer Experience Manager, you understand that human-centricity is key to establishing effective customer evidence strategies and creating content that enable marketers and sellers to drive brand and product awareness, preference, and conversion among B2B buyers and buying committees.

In this role, you will develop Microsoft’s customer evidence and proof points strategy and create a comprehensive playbook to serve as the north star for all Microsoft advocacy, evidence creation teams, vendor agencies, and more. You will live and breathe our target audiences, to determine and guide others on what assets perform best and at what phase of the buyer’s journey.

Would you like to… 

• Partner with advocacy leaders to develop the overarching customer advocacy and evidence strategy and roadmap
• Develop and document best practices, governance and a playbook for customer evidence and proof points strategies
• Become deeply familiar with our audiences, their roles, and what they are looking for in evidence content at each phase of the buying journey
• Think big! Create cool, new formats that haven’t been used before by Microsoft evidence teams
• Develop examples and templates of impactful customer proof points assets and asset types that can be leveraged at scale
• Help create things that the B2B decision-making committee is going to see value in and help them make decisions that transform their business
• Partner with advocacy leaders to define KPIs and success metrics around customer proof points
• Provide performance reporting against established KPIs and metrics on a monthly cadence

What you bring: 

• 8+ years customer experience and content strategy development
• Digital asset management/measurement (ideally related to customer evidence and proof points) skills
• Senior/executive leader level presentation skills
• Strong customer-centric mindset, with demonstrated ability to put the audience first
• Strong ability to manage ambiguity with unwavering persistence to drive meaningful outcomes
• Be a relentless champion of the customer’s experience, needs, and interests
• Natural leader with the ability to help, educate, and influence stakeholders, vendors, and agencies.
• Desire to solve complex problems, with an optimism to follow things through while keeping teams motivated and focused.
• Ability to go both broad and deep on digital marketing, customer experience/insights, data/analytics/measurement, people/process/governance, and technology
• Familiarity in the B2B sales process
• Experience presenting to internal stakeholders, providing recommendations to improve content, and delivering against KPI results
• Microsoft experience a plus

Who you are: 

• You are an experienced program leader who can skillfully manage, delegate, and complete a high volume of client requests under tight timelines.
• You have top-notch interpersonal, communication, and presentation skills; you communicate effectively with stakeholders, team members, and senior managers.  
• You understand why customers are crucial in today’s marketing arena.
• You manage ambiguity with unwavering persistence; you drive workgroups to consensus and meaningful outcomes. 
• You are collaborative to the core, with a demonstrated ability to work in a team environment as a leader and a member. 
• You are a highly proactive, highly organized, self-starter capable of effectively managing several projects simultaneously with impeccable attention to detail.
• You are self-sufficient: you can work with little direct supervision, but you know when to ask for help. 
• You are highly motivated to accomplish recurring tasks and solve problems with strong focus and follow-through. 
• You demonstrate positivity and optimism. 
• You are comfortable working remotely and managing a remote team

Would you like to join a global organization that... 

• Embraces work-life balance – our employees’ well-being remains a top priority for us 
• Promotes a culture of learning and advocacy across the globe - diversity will enable us to strengthen our impact 
• Encourages innovation and experimentation 
• Understands that changes will occur and adaptability is crucial to assist when it does 
• Emphasizes and rewards collaboration 
• Works remotely. We continue to safeguard the health of our employees so our interviewing and on-boarding process will remain virtual until further notice 

Want to know more? 

Check us out at https://www.designit.com/. 

Just so you know, we don’t have a dress code, but we do have a strict no jerk policy. 

 Designit is committed to ensuring that all candidates have an equal opportunity to be considered for employment. Please let us know if you need any reasonable accommodation to participate in the job application or interview process.