Partner Success Manager-Support

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 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  Partner Success Manager-Support , 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.

Support Capability Benchmarking   Benchmark Customer Success Capability.  Lead structured Support Capability Benchmark assessments with assigned partners to baseline support maturity across organizational posture, operational capability, and technical capability; surface strengths and priority gaps.   Prioritize.  Prioritize the highest-impact focus areas with the partner and map each to the right Microsoft proactive services, learning paths, and certifications.   Joint Execution Planning   Co-author the plan.  Co-author a joint, partner-endorsed execution plan with Customer Success Account Managers (CSAMs) and Service Managers, securing partner sign-off on goals, owners, and milestones.   Align to priorities.  Align the plan to the partner’s business priorities and to Microsoft’s support self-sufficiency outcomes.   Support Self-Sufficiency & Deflection   Drive self-sufficiency.  Drive partner support self-sufficiency by analyzing top call drivers and the partner’s support operations, and by scaling support best practices that increase case deflection and self-resolution.   Reduce escalations.  Own reduction of the partner’s escalation rate to Microsoft as your core