Director, Voice of the Customer Small and Medium Business

Job description

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, 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.

The Small and Medium Business (SMB) segment within SME&C is at the leading edge of growth and transformation.

It’s a tremendous growth engine for the company dedicated to bringing the Microsoft cloud to millions of SMB customers worldwide through scalable routes to market, growing revenue, market share and net new customers while enabling a high level of customer and partner experience.

As the **Director, Voice of the Customer (VOC) Small and Medium Business (SMB)** , you will leverage the Microsoft listening mechanisms to be the custodian of translating the Voice of Customer into the SMB narrative and how it’s communicated across high impact channels.

This requires synthesizing and developing deep audience understanding on pain points, buying behaviors and purchase influencers given many competitive offerings in market.

Key deliverables include the audience and customer journeys across the SMB sub-segments to ground key stakeholders on the SMB Archetypes.

Partnering closely with our marketing stakeholders is needed to drive relevant SMB customer offerings, digital journeys, content architecture, and share feedback on results.

This role will also deliver key SMB content for use in executive briefings, partner advisory councils and other external events/blogs for SMB executives.

Lastly, this role will also be responsible for strategic projects that open new business opportunities by defining a framework and governance on engaging with key market alliances outside the traditional sales channels.

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**

+ **Market Research and Analysis:** Synthesizes findings into actionable SMB insights from market-based research (e.g., SMB customer satisfaction and pain points, product and competitive industry reports, geographic sales data, stakeholder feedback, calls), and conducts analyses (e.g., financial modeling, product consumption forecasting, competitor trends) to develop SMB voice of the customer view, provide thought leadership with proposed solutionsand influence the development of offerings, customer engagement mechanisms and relevant messaging to SMB customers that unlock future growth opportunities.

+ **Sales Strategy Project/Program Leadership:** Develops, manages, and executes SMB voice of customer project(s) as a project/program lead through defining SMB persona relevantcontent framework, execution plans, setting targets, deliverables and timing expectations, providing structure and guidance for others; proactively identifies and address roadblocks.

Manages projects independently and/or in collaboration with appropriate stakeholders.

+ **Cross Functional Joint Planning:** Establishes and maintains key points of contact with internal teams (e.g., Business Planning, Solution Sales Strategy, Finance, Marketing, Engineering, Field Sales).

Manages and cultivates relationships with leaders of internal teams.

Provides insights with business leaders on SMB voice of the customer, leveraging and broadening deep sales/product knowledge to inform strategic sales planning decision.

+ **Embody our ** **Culture (https://careers.microsoft.com/us/en/culture)** ** and ** **Values (https://www.microsoft.com/en-us/about/corporate-values) .** ** **

**Qualifications**

**Required Qualifications (RQs)**

+ Bachelor's Degree in Business Administration, Marketing, Finance, Engineering, or related field AND 5+ years experience in business consulting, sales, sales operations, information technology (IT), account management, business development, marketing, IT field sales, or a related field
+ OR equivalent experience.
+ 6+ years experience in Near Term Strategy (2 years out), Management Consulting, Sales, or Finance.

**Preferred Qualifications (PQs)**

+ Master's Degree in Business Administration or related field AND 5+ years of marketing, strategy, sales, sales leadership, program management, project management, business planning, consulting, banking, finance, economics, and/or partner organization experience
+ OR Bachelor's Degree in Business, Finance, Economics, Computer Science, or related field AND 7+ years of marketing, strategy, sales, sales leadership, program management, project management, business planning, consulting, finance, economics, and/or partner organization experience
+ OR equivalent experience.
+ Demonstrated hypothesis-driven, problem-solving orientation with ability to leverage both quantitative and qualitative analyses to drive decision making
+ Proficient communication skills and ability to formulate and deliver insights around complex business problems in a thoughtful and persuasive manner  
+ Takes personal initiative, has good business instincts, and comfortable with ambiguity 
+ Deep understanding of software and business technology markets, trends, and dynamics 
+ Demonstrated ability to excel in an innovative, startup-like, fast-paced environment, with rapid exploration and ability to execute.
+ Ability to manage multiple simultaneous high-priority projects (often including project management of cross-functional v-teams).

Sales Strategy Enablement IC5 - The typical base pay range for this role across the U.S. is USD $130,900 - $251,900 per year.

There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 - $272,300 per year.

Certain roles may be eligible for benefits and other compensation.

Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft will accept applications for the role until October 31, 2025

Microsoft is an equal opportunity employer.

Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .

Required Skill Profession

Other General