With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

The Principal Customer Experience Manager - Azure CxP is accountable for end-to-end engineering support delivery for an assigned portfolio of Microsoft strategic customers, demonstrating a critical partnership with internal and external stakeholders.   This role serves as the primary leadership point of accountability and/or escalation for their portfolio of customers and has direct people management responsibility for Azure Customer Engineers. The ACE Manager is responsible for driving customer satisfaction. 

We are fundamentally changing how we deliver world-class support to our top Azure customers and building a new global support and operations team to do it. We are looking for a customer-obsessed Support Lead to help us launch and grow a new team focused on delivering an extraordinary experience reinventing customer support. This is a unique role in the Azure CXP team following the ''Player-Coach'' leadership principal with 50% customer engagement on complex support issues, and 50% managing and coaching a team of Azure Cloud Engineers in supporting our top Azure customers. This role requires strong operational, leadership, and technical skills to manage a team of engineers responsible for providing world class support to our customers. You will work with industry leading companies and directly partner with engineering teams within Azure to deliver solutions and new capabilities, leading a team of highly skilled engineers delivering support for our customers’ most mission critical Azure deployments.  
Hire, on-board, develop, coach, mentor and evaluate Azure Customer Engineers. Set a clear bar for excellence. Build a high performing team that will be diverse and inclusive. 

Must possess exceptional cross-team collaboration and communication skills. 

Coach and enable your team to deliver world class support with an engineering mindset to strategic S500 customers. 

Drive operational excellence, including ACE direct case ownership, improved Time to Mitigate (TTM) and ACE Problem Resolution Owner function. 

Up level ACE role to focus on customer success and business impact 
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.