Principal Partner Technical Consulting

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Customer Presales & Retention, Microsoft Advertising Services, Partner Enablement, Store Sales & Support (CAPS) is a support business unit with a portfolio of different proactive and reactive support and service teams. Our services support a breadth of scenarios that include helping customers buy online at the Microsoft Store, helping Small and Medium Business (SMB) customers advertise to millions of consumers on Bing, helping support partners grow their businesses, and helping acquire and retain SMB customers.

Overview

We are looking for an experienced technical leader to provide leadership to a global team of Partner Technical Consultants (PTCs), create clarity, generate energy and drive them towards success. PTCs provide deep technical engagements to Microsoft Partners including Technical Briefings, Proof of Concepts, Architectural Design and Deployment Guidance sessions with the goal of defining and bringing innovative solutions to market and driving adoption.

As a Principal PTC (Partner Technical Consultants) you are expected to work closely with the global solution area leads and delivery excellence team to enhance the value delivered through technical consulting by providing technical resources, mentorship & collaboration. You will also be driving delivery readiness and quality by leading the development of Subject Matter Experts across the delivery organization to impact the technical capabilities globally.

While role is primarily technical across Microsoft products and added industry focus, you will have a major focus in one of the Solution Areas (Modern Work/Security, Azure Infrastructure, Business Applications or Data & App Innovation). This role is flexible in that you can work [e.g., up to 50%, up to 100%, etc.] from home.

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.

**Responsibilities**:
Partner Experience

Investigate & analyze multiple data sources to identify and drive initiatives that maximize partner satisfaction.

Create and drive action plans to advocate for issues that can have potential to be sales and deployment blockers.

Manage partner case escalations as appropriate. Respond to escalated cases in a timely manner, ensuring appropriate resources are assigned; engage directly with partners, escalation teams, field personnel, and ensure robust status communication.

Ensures consistency and quality through capturing, sharing, and adherence of standards and best practices in partner engagements at a global level to drive high quality technical experience across teams.

Technical Leadership

Develop and maintain industry knowledge to drive internal readiness for PTCs

Develop and maintain highly effective Technical Readiness Plans for PTCS

Maintain your technical acumen by proactively and continuously learning new technology in the solution areas

Mentor and develop technical talent across solution areas and be the ‘go-to person’

Consultations

Drive PTC transformation by developing a strong Technical Development Plan and promoting consultative mindset among the technical teams.

Build and establish SME (Subject Matter Expert) capabilities in one solution area and help build out knowledge and skills across the broader team

Drive efficiencies by developing technical artifacts, best practices (Lead development of best practices, lessons learned and IP projects)

Collaboration

Collaborate with internal stakeholders within CSS (Customer Service & Support) Partner Enablement Organization to identify appropriate solutions for partners which may include opportunities and/or requirements of regional subsidiaries and across solution areas.

Bring in ideas, insights, and strategic technical input by engaging with broader technical teams, internal communities, and the larger virtual team across Microsoft.

**Qualificat