Microsoft reportedly brings changes to its Customer Success unit as part of a re-org

Microsoft is making a few changes to the organization structure of the company, as it usually does during the start of its fiscal year, which begins on July 1. While some years’ changes have seen the loss of thousands of jobs, ZDNet’s Mary Jo Foley reports that the round of re-org this year does not include any major layoffs.

The changes this time around affect employees that are part of the Customer Success unit – a unit that was formed back in 2017 – technical account managers, and other support staff. Foley adds that as per her sources, the Redmond giant is aiming to “improve customer use and engagement of various Microsoft products and services” with the shuffling of internal roles and responsibilities. The aim is to achieve more clarity on support roles and “right sizing” of customer support plans, she reports.

Interestingly, the company also recently posted a job listing no its Career’s page for ‘Customer Success Leader – US Education’. However, it is not clear if the posting has anything to do with the planned changes to the unit. Additionally, the report suggests that the company is also establishing a new standalone ‘Microsoft Consulting’ org to the company. It is not clear yet as to what the employees in the org will be tasked with or who will be leading the org.

As for some other changes, the company is changing a few employee titles in view of the changes that are happening starting this fiscal year. Technical Account Managers (TAMs) are being renamed CSAMs (Customer Success Account Managers). The company introduced the Customer Success Manager role in 2017 after creating the Customer Success Unit. Additionally, Premier Field Engineers will be called Customer Engineers post the changes.

Leave a Reply