Microsoft
QualificationsSocial media managementCustomer serviceManagementSalesBachelor’s degreeHigh school diploma or GED
The Customer Training Manager, leads a team of Customer Traininers, builds new customer relationships, identifies future opportunities, and leads discovery calls. Identifies customer needs and readiness, and tailors training content to help ensure a successful deployment. Leads Microsoft technology training workshops, community workshops, and demonstrations for large and small groups of Enterprise, SMC, and SMB customers to drive product usage, adoption of products and services, and on deployment. Provides MIE training and certification for EDU customers. Updates and leverages training agenda and communication plans to facilitate relevant training via the phone, email, video, and in-person. Identifies sales opportunities and shares with internal teams (e.g., Assisted Sales, EDU).
Responsibilities
People Management
Managers deliver success through empowerment and accountability by modeling, coaching, and caring.
Model – Live our culture. Embody our values. Practice our leadership principles.
Coach – Define team objectives and outcomes. Enable success across boundaries. Help the team adapt and learn.
Care – Attract and retain great people. Know each individual’s capabilities and aspirations. Invest in the growth of others.
Customer Knowledge
Guides and orchestrates their team on engaging with customer to understand their current and future business needs or participates in customer interactions with the team; partners with the team, technical resources, and stakeholders to define training content to best align with customer goals.
Training Program Customization
Oversees the team’s training to ensure it is innovative, engaging and leverages current training technology. Evaluates and builds training materials to ensure proper product and services knowledge for customers. Fosters a continuous learning environment of Microsoft technology. Identifies and aggregates training needs for an organization and develops training content to address the identified needs. Partners with internal stakeholders to ensure training is aligned with fiscal year (FY) priorities that will help drive impact. Evaluates customer feedback and makes recommendations to tailor training content to better align.
Facilitate Training
Manages the team’s training sessions and workshops by ensuring they can convey the value proposition of Microsoft to Enterprise, Small, Medium, and Corporate (SMC), and small-to-medium business (SMB) customers. Evaluates post-product usage and product/services adoption rates, and provides feedback to the team to increase future engagement. Creates, reviews, recommends, and leverages training agendas, communication plans, and methods of delivery for the team to facilitate relevant training. Ensures the team customizes training in response to customer goals and feedback. Reviews survey results to improve training execution.
Trusted Advisor
Leads the team by bringing impactful industry insights into conversations with enterprise, Small, Medium, and Corporate (SMC), small-to-medium business (SMB), and Education (EDU) customers to demonstrate how Microsoft technology (e.g., Microsoft 365) can enable digital transformations and increase functionality and efficiency or work; uses an advanced understanding of customers’ businesses to engage them in discussions to identify opportunities in their work, and trains the team to do so. Builds, maintains, leverages, and connects the internal team with the Assisted Sales, Enterprise, SMC, and EDU account teams and shares sales opportunities. Drives end-user excitement and Microsoft 365 adoption and usage with a focus on Microsoft Teams. Leads deployment planning including identification of deployment resources. Identifies the team’s technical, competitive, architectural, and security blockers and provides guidance to address them to accelerate customer usage.
Learning
Completes all required training and obtains relevant product and role certifications aligned to the role and workload/industry; ensures the team completes training and obtains certifications as required; proactively asks for help and is open to feedback and coaching from managers and teammates. Empowers the team to remain knowledgeable and skilled with Microsoft services, products, and solutions.
Social Media
Manages and coaches the team by ensuring they have a professional brand using social media tools (e.g., LinkedIn) for customers. Seeks and reviews the team’s recommended customer insights or training tools; recommends new training and customer research to the team. Ensures the team is aware of each individual’s brand in alignment with Microsoft’s brand.
Scheduling and Event Administration
Oversees the training and community events calendar to ensure adequate staff is available for all deliveries. Ensures team is providing timely communication to customers regarding scheduling and necessary training requirement. Ensures all steps in the event management process have been completed to ensure all events are properly qualified.
Achieve Targets
Leads team and shares best practices to meet or exceed Teams (e.g., Meetings, Teams as a platform, Power Platform, Modern Workplace, Microsoft 365) usage goals via training across Enterprise, Small, Medium, and Corporate (SMC), and Education (EDU). Demonstrates agility to proactively mitigate risks and drives quota for the number of events and users trained. Receives positive feedback and provides the team with feedback (via Connect). Evaluates training effectiveness in relation to client’s needs and expected outcomes. Proactively partners with stakeholders to enable target achievement and mitigate risk. Ensures the team delivers against small-to-medium business (SMB) deployment needs and assisting enterprise and SMC account teams meet goals.
Management
Manages multiple aspects of the supervision, selection, development, and performance management of team members. Interviews, hires, conducts performance evaluations, schedules, assigns, directs, evaluates, trains, and coaches the team members. Makes employment decisions regarding hiring, promotions, pay increases, employment termination, disciplinary actions, and other decisions.
Other
Emobody our culture and values
May perform other duties as assigned.
If you are assigned to a location with a Microsoft Experience Center (MEC) or Company Store (ECS), a portion of your time may be spent serving customers in the MEC or ECS.
Qualifications
Required/Minimum Qualifications
High School Diploma or equivalent AND 4+ years sales, customer service, training
OR Bachelor’s Degree AND 3+ years sales, customer service, training
OR equivalent experience.
2+ years formal or informal people management experience.
Additional or Preferred Qualifications
High School Diploma AND 6+ years sales, customer service, or training experience
OR Bachelor’s Degree AND 5+ years sales, customer service, or training experience
OR equivalent experience.
2+ years formal or informal people management experience.
Disclaimer:
This description has been designed to indicate the general nature and level of work performed by employees within this position. The actual duties, responsibilities, and qualification may vary based on assignment or group.
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.
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