Challenge
Microsoft needed to standardize customer engagement practices for 62,000+ customer-facing professionals globally, but lacked unified training infrastructure and consistent adoption mechanisms to keep methodology execution aligned across regions and roles.
Approach
Designed and authored the foundational training experience for Microsoft Customer Engagement Methodology (MCEM), creating a primary learning asset that aligned cross-functional teams around a single sales and customer success framework.
Strategic Design
- Partnered with subject matter experts and program leads to translate abstract methodology concepts into actionable learning objectives spanning value realization, pipeline management, and customer success planning.
- Developed interactive learning experiences, including gamified simulations and scenario-based workshops, so teams could practice applying MCEM to realistic deal scenarios.
- Designed the content architecture for the Intrepid MOOC (massive open online course) experience, achieving platform mastery within three weeks to accelerate build and launch timelines.
Implementation & Adoption
- Facilitated cross-team alignment sessions to define success metrics, tool integration requirements, and execution standards across enterprise and mid-market segments.
- Contributed to MSX workflow enhancements that ensured MCEM alignment with field tooling (Microsoft Dynamics 365 Sales, Microsoft Power BI) and governance standards.
- Drove adoption strategies that resulted in full-course completion across the Microsoft Customer and Partner Solutions (MCAPS) organization (62,000+ learners).
Measurement & Iteration
- Established completion tracking and learner feedback mechanisms to inform ongoing content refinement.
- Collaborated with analytics teams to measure impact on deal-execution consistency, pipeline health, and customer success planning.
Outcomes & Evidence of Impact
- Enabled 62,000+ learners globally through standardized MCEM training, establishing the methodology as the enterprise-wide customer engagement framework.
- Improved consistency in deal execution, pipeline management, and customer success planning across regions through a unified learning experience.
- Achieved rapid platform mastery (three weeks to full productivity on the Intrepid MOOC platform), accelerating program launch and supporting iterative improvements.
- Recognized by leadership for enablement thought leadership and contributions to global readiness initiatives.
- Established the foundation for subsequent MCEM programs ("MCEM in Action," "MCEM for You") that extended and deepened the core methodology training.
Tools & Platforms
Seismic Enablement Cloud, VitalSource Intrepid, Microsoft Dynamics 365 Sales, Microsoft Power BI, Microsoft Teams
Key Capabilities Demonstrated
Enterprise-scale enablement, methodology training design, cross-functional collaboration, platform learning agility, global program coordination, strategic stakeholder management