Overview
At Small Medium Enterprises and Channel SME&C, we are leading a fast-growing, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success. By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments. Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation. SME&C is more than a sales organization—it’s a culture of innovation, opportunity, and inclusivity. Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do. If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career. Together, we are shaping the future of business.
Within SME&C, our Customer Success organization empowers Cloud Solution Provider CSP partners to build durable, AI-first support practices through our Unified for Partners UFP Practice Builders. As more customers are served through the partner channel, our partners play an increasingly central role in resolving cases independently and driving customer outcomes. The Principal Support Partner Success Manager PSM is the delivery-oriented specialist who helps partners mature their support capabilities and become self-sufficient—reducing escalations to Microsoft and delivering the best experience and fastest resolution for customers.
As a Support Partner Success Manager, you will work with a portfolio of top partners to benchmark their support maturity across organizational, operational, and technical dimensions using the Support Capability Benchmark. You will co-author a joint execution plan with Customer Success Account Managers CSAMs and Service Managers, and deliver the technical briefings, success programs, and operational intellectual property IP that build partner support self-sufficiency. This is a hands-on delivery role for someone energized by improving how partners operate. Your core measure of success is helping partners reduce their escalation rate to Microsoft while lifting case deflection and self-resolution.
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
Support Capability Benchmarking
- Benchmark Customer Success Capability. Lead structured Support Capability Benchmark assessments with assigned partners to baseline support maturity across organizational posture, operational cap
