Challenge
Technical sellers, solution specialists, and customer success managers struggled to apply the Microsoft Customer Engagement Methodology (MCEM) to their specific roles. Abstract framework guidance did not translate into practical orchestration across multi-role customer engagements, creating gaps in clarity, collaboration, and execution.
Approach
Co-developed "MCEM for You," a role-specific learning series that operationalized MCEM through scenario-based simulations, orchestration playbooks, and cross-functional collaboration guides.
Role Mapping & Orchestration
- Defined and mapped responsibilities across sales, technical, and partner teams throughout the customer engagement lifecycle-from initial discovery through value realization.
- Created orchestration playbooks clarifying handoff points, collaboration patterns, and decision-making authority across Account Executive, Solution Specialist, Customer Success Manager, and Partner roles.
- Designed activity guides showing how each role contributes to customer engagement stages (Listen and consult, Inspire and design, Empower and achieve, Realize value, Manage and Optimize).
Scenario-Based Learning
- Led creation of real-world simulations requiring cross-functional coordination to resolve customer challenges (technical discovery gaps, stakeholder misalignment, value demonstration needs).
- Developed guided scrums enabling teams to practice engagement-stage transitions under realistic constraints (time pressure, incomplete information, competing priorities).
- Built facilitator materials supporting instructor-led workshops where teams applied the methodology to their actual customer scenarios.
Strategic Alignment
- Embedded Microsoft FY24 enablement priorities (customer-centricity, technical intensity, inclusive skilling) into simulation design and orchestration guidance.
- Ensured consistency with related programs ("MCEM Foundations," "MCEM in Action") while adding role-specific depth and application.
- Participated in user acceptance testing (UAT) for sales process tooling, providing feedback that improved field usability and methodology alignment.
Cross-Functional Collaboration
- Partnered with global stakeholders across enablement, product marketing, and field operations to align training with broader capability frameworks.
- Incorporated feedback from field practitioners to ensure scenarios reflected authentic customer engagement challenges.
- Contributed to measurement frameworks tracking methodology-application quality in real deals.
Outcomes & Evidence of Impact
- Scaled a consistent, customer-centric engagement model across global teams, improving alignment and execution quality in complex enterprise sales motions.
- Clarified cross-functional orchestration by making responsibilities, handoffs, and collaboration patterns explicit, reducing friction in multi-role customer engagements.
- Enabled practical methodology application through scenario-based practice that translated abstract MCEM stages into executable steps for specific roles.
- Aligned with FY24 strategic priorities by embedding customer-centricity, technical intensity, and inclusive skilling themes throughout role-specific enablement.
- Informed tooling improvements via UAT feedback that enhanced sales process tools supporting MCEM-aligned execution.
Tools & Platforms
Seismic Enablement Cloud, Mural, Microsoft Teams, Articulate Rise 360, Microsoft Dynamics 365 Sales (Customer Relationship Management), Microsoft Power BI
Key Capabilities Demonstrated
Role-based enablement design, cross-functional orchestration, scenario-based learning, stakeholder collaboration, methodology operationalization, user acceptance testing