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Microsoft Hiring for Fasttrack Viva SME Job at Sydney Full Time
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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.
In Modern Work (MW), we help our customers get productive and stay productive with Microsoft 365 product families.
In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Senior Technical Support Engineer you will own, troubleshoot and solve highly complex customer technical issues. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and research skills, and further deepening your technical proficiency – becoming a product expert.
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.
Do you like to pioneer new initiatives? Are you a business-value-savvy technical specialist who can deliver a consultative engagement and deployment guidance? If you answered yes, keep reading. The Scenario SME role is part of the Customer Transformation effort inside of FastTrack, an organization that sits at the intersection of engineering, marketing, and the field to help customers accelerate time to value in their investments. The FastTrack organization is evolving its remit to include scenarios that support the customers’ transformational agenda and propel growth for Microsoft.
The Scenario SME will be a steward of a transformational scenario, Employee Experience (EE), that helps customers with modern engagement tools designed to keep everyone informed, connected and inspired to bring their best to work every day. This includes the tech enablement, adoption and usage of existing capabilities in the collaboration and productivity family. It also includes subsequent product value that will further enhance the employee experience, and support Microsoft’s license and revenue targets.
The Scenario SME is a co-pilot of the Modern Work Architect (MWA) in delivering the envisioning, deployment planning, and deployment to the customer. S/he owns driving the scenario plan enablement with the customer, handling objections, competitive product challenges, obtaining customer commitment for pilot or deployment at scale, landing adoption guidance. The Scenario SME is also someone who will remain ahead of the game in roadmap releases and is able to deploy cutting edge features.
Responsibilities
Response and Resolution
- You own, investigate and solve highly complex customer technical issues and serve as an technical escalation point for other engineers to assist in resolving cases and perform complex troubleshooting tools (e.g. debugging).
Readiness
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve highly complex customer issues, through training and readiness.
Product/Process Improvement
- You act as a trusted advisor to the product group/ engineering teams and drive Microsoft product, diagnostic and support process improvements.
Business Integration
- You use your business and technology insights to help shape strategy when engaging with customers, partners, and teams.
Responsibilities
- Deliver solution wins to meet or exceed performance targets with MWA-led accounts, as well as reactive requests for assistance.
- Partner with Modern Work Architects (MWAs) to plan the project to deliver a credible partnership to the customer who is interested in elevating their employee communications and engagement
- Engage with M365 enterprise customers to determine technical propensity and readiness for deployment. Guide the customer to assist with deployment planning by responding to questions and objections with a mix of business value and technical enablement guidance.
- Triage and help resolve issues and provide continuous feedback loops to continuously improve scenario related features, tools and processes.
- Support with the right configurations and policies to enable the bundle of value that each scenario module requires.
- Capture learnings in FastTrack quality assurance tools
- Support discovery workshops with the customer to drive intent to deploy one or more of the EE scenario modules.
- Help identify sponsor and/or network of champs who will drive transformation. Support the customer’s change management journey through best practice sharing.
- Help influence account team to define timelines for transformation plan, resulting in project dates, intent, and business sponsorship.
- Help build MWA capacity to deepen the community of practice in support of the scenario, and to support the development of new engagement and delivery skills.
Qualifications
Qualifications
- Expertise in product and technical enablement of Microsoft 365 modern work features for SharePoint Online, Yammer and Teams to achieve a specific business outcome.
- Expert knowledge in product features and technical onboarding for Teams, SharePoint or Yammer.
- Strong foundation on Microsoft 365 core, namely Identity, Networking, and Security & Compliance.
- Proven record of explaining new software solutions to enterprise customers—the strategic benefits and practical use cases.
- Can effectively synthesize customer needs and connect current and planned product capabilities.
- Dynamic and engaging presenter, comfortable in audiences of all sizes and various levels
- Builds and maintains strong working relationships with account teams, marketing, and product group teams.
- Embraces learning and challenges with an entrepreneurial mindset.
- Business outcome focused – able and experienced in talking with Business Decision Makers (BDMs) and IT Decision Makers (ITDMs) to advise and help solve business problems.
- 5 years experience supporting large enterprise accounts.
- Bachelor’s degree and technical aptitude.
- Fluency in English—written and verbal.
- Preferred: Certification in challenger sales method
- Preferred: working knowledge of change management concepts and approaches
- Preferred: Experience or aptitude for enabling the most cutting-edge features of SharePoint Online, Yammer and Teams with customers.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.