Jobright.ai
Senior Customer Experience Program Manager
Jobright.ai, Redmond, Washington, United States, 98052
Senior Customer Experience Program Manager
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Senior Customer Experience Program Manager
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Jobright.ai Senior Customer Experience Program Manager
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Senior Customer Experience Program Manager
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Jobright.ai Microsoft is seeking a dynamic and experienced Senior Customer Experience Program Manager to join the Copilot Agents+Platform Ecosystem (CAPE) team. This role involves delivering world-class Copilot extensibility solutions to enterprise customers, requiring technical expertise and collaboration across engineering and field teams to drive successful customer outcomes. Responsibilities: • Customer Engagement: Qualify, develop and maintain relationships with a portfolio of enterprise customers, understanding their business needs, objectives and implementation challenges to unblock the adoption of Copilot agents and extensibility. • Strategic Envisioning: Through regular product briefings, roadmap sessions, discovery and envisioning activities land the value and opportunity of agents and extensibility, helping inform customer strategy to maximise value realisation. • Program Management: Lead and manage customer engagements focused on the development, deployment and integration of Copilot agents, ensuring projects meet business needs. • Technical Engagement: As a subject matter expert for Copilot extensibility, provide deep technical guidance, solutioning and assistance to customers, helping them to leverage Copilot agents and extensibility through the entire lifecycle from scenario discovery to build and implementation. • Feedback and Improvement: Gather customer feedback and work closely with the product and engineering teams to triage, prioritize and drive continuous improvement in Copilot solutions. • Reporting and Analytics: Monitor and report on the adoption and performance of Copilot agents, providing insights and recommendations to both customers and engineering stakeholders. • Collaboration: Work collaboratively with internal teams, including sales, marketing, and engineering, to align customer needs with product development and go-to-market strategies. • Success Metrics: This role is measured on both how and what you accomplish. Measurements include the quality, the breadth, the repeatability and the number of successful deployments; customer satisfaction; and the quality and the number of public references, and how you help colleagues succeed. Qualifications: Required: • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in program management, solution architecture, consulting or technical strategy OR equivalent experience. • 4+ years experience in a customer-facing role. • Experienced with AI architecture and agent models for extensibility, such as UI customization, orchestrator or BYO foundational models/LLMs. • Experienced writing AI agent instructions and the ability to fine-tune them (by developing evaluations and test cases) to help customers improve response quality and consistency. • Experienced with AI solutions (ex: M365 Copilot) envisioning and building enterprise grade solutions using low code/no code platforms. • Experienced developing a prototype to demonstrate the value of AI agents and extensibility. Preferred: • Familiarity with the enterprise market and enterprise customers in the United States. • Analytical and problem-solving skills, with a proactive approach to identifying and addressing customer challenges. • Effective communication and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders and interact across all levels within customer organizations from end user to C-level. Company: Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Founded in 1975, the company is headquartered in Redmond, Washington, USA, with a team of 10001+ employees. The company is currently Public Company. Microsoft has a track record of offering H1B sponsorships. Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Industries Software Development Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified about new Customer Experience Manager jobs in
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Join to apply for the
Senior Customer Experience Program Manager
role at
Jobright.ai Senior Customer Experience Program Manager
1 day ago Be among the first 25 applicants Join to apply for the
Senior Customer Experience Program Manager
role at
Jobright.ai Microsoft is seeking a dynamic and experienced Senior Customer Experience Program Manager to join the Copilot Agents+Platform Ecosystem (CAPE) team. This role involves delivering world-class Copilot extensibility solutions to enterprise customers, requiring technical expertise and collaboration across engineering and field teams to drive successful customer outcomes. Responsibilities: • Customer Engagement: Qualify, develop and maintain relationships with a portfolio of enterprise customers, understanding their business needs, objectives and implementation challenges to unblock the adoption of Copilot agents and extensibility. • Strategic Envisioning: Through regular product briefings, roadmap sessions, discovery and envisioning activities land the value and opportunity of agents and extensibility, helping inform customer strategy to maximise value realisation. • Program Management: Lead and manage customer engagements focused on the development, deployment and integration of Copilot agents, ensuring projects meet business needs. • Technical Engagement: As a subject matter expert for Copilot extensibility, provide deep technical guidance, solutioning and assistance to customers, helping them to leverage Copilot agents and extensibility through the entire lifecycle from scenario discovery to build and implementation. • Feedback and Improvement: Gather customer feedback and work closely with the product and engineering teams to triage, prioritize and drive continuous improvement in Copilot solutions. • Reporting and Analytics: Monitor and report on the adoption and performance of Copilot agents, providing insights and recommendations to both customers and engineering stakeholders. • Collaboration: Work collaboratively with internal teams, including sales, marketing, and engineering, to align customer needs with product development and go-to-market strategies. • Success Metrics: This role is measured on both how and what you accomplish. Measurements include the quality, the breadth, the repeatability and the number of successful deployments; customer satisfaction; and the quality and the number of public references, and how you help colleagues succeed. Qualifications: Required: • Bachelor's Degree in Computer Science, Engineering, Data Science, Math, Business, or related field AND 4+ years experience in program management, solution architecture, consulting or technical strategy OR equivalent experience. • 4+ years experience in a customer-facing role. • Experienced with AI architecture and agent models for extensibility, such as UI customization, orchestrator or BYO foundational models/LLMs. • Experienced writing AI agent instructions and the ability to fine-tune them (by developing evaluations and test cases) to help customers improve response quality and consistency. • Experienced with AI solutions (ex: M365 Copilot) envisioning and building enterprise grade solutions using low code/no code platforms. • Experienced developing a prototype to demonstrate the value of AI agents and extensibility. Preferred: • Familiarity with the enterprise market and enterprise customers in the United States. • Analytical and problem-solving skills, with a proactive approach to identifying and addressing customer challenges. • Effective communication and interpersonal skills, with the ability to articulate complex technical concepts to non-technical stakeholders and interact across all levels within customer organizations from end user to C-level. Company: Microsoft is a software corporation that develops, manufactures, licenses, supports, and sells a range of software products and services. Founded in 1975, the company is headquartered in Redmond, Washington, USA, with a team of 10001+ employees. The company is currently Public Company. Microsoft has a track record of offering H1B sponsorships. Seniority level
Seniority level Mid-Senior level Employment type
Employment type Full-time Job function
Industries Software Development Referrals increase your chances of interviewing at Jobright.ai by 2x Inferred from the description for this job
Medical insurance Vision insurance 401(k) Get notified about new Customer Experience Manager jobs in
Redmond, WA . Senior Manager, Customer Success & Onboarding
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#J-18808-Ljbffr