Field reports / Microsoft
Built to sustain. Built to scale.
How JDA TSG became Microsoft’s #1 outsourced Customer Engineering partner in North America, and freed core engineering teams to focus on innovation.
#1 ▲
OUTSOURCED CE PARTNER, NA
2011
PARTNER SINCE · ONGOING
100s
CSAs DEPLOYED
30 days
TO CUSTOMER ENGAGEMENT
Global
EXPANDED FROM NA
PROGRAM · CUSTOMER ENGINEERING / CLOUD SOLUTION ARCHITECTS (CSAs) ON GLOBAL DELIVERY · AZURE, DYNAMICS, LEGACY
/THE CHALLENGE
Free the core teams to innovate, without dropping the support the business runs on.
Microsoft needed to free core engineering teams to focus on innovation across Azure and Dynamics, while sustaining robust support for legacy systems and day-to-day customer operations.
The program required a partner who could recruit top-tier talent quickly, ramp them fast, and manage quality at scale as needs evolved.
/WHAT WE DID
A recruiting and ramp engine built for elite engineering talent.
01
Recruitment engine
ELITE TALENT
Focused on elite engineering talent, including former Microsoft FTEs and prior JDA CSAs, supported by a streamlined hiring process.
02
Accelerated onboarding
LIVE IN 30 DAYS
Dedicated mentors and leads, structured training, shadowing, and required accreditations, enabling customer engagement within the first 30 days.
03
Ongoing development
MASTER TRAINERS
Technical and soft-skills development led by internal master trainers, plus monthly training allowances to maintain and expand certifications.
04
Performance management
REAL-TIME · GOVERNED
In collaboration with Microsoft leadership: real-time feedback loops, adaptable staffing, and continuous improvement.
/IMPACT
Scale
Hundreds of CSAs deployed across core Microsoft technologies.
Core focus
Bandwidth regained. Microsoft internal teams refocused on innovation and strategic growth.
Partnership
Integral and ongoing. The program pivots quickly as needs change.
Standing
#1 outsourced CE partner in North America, expanded from NA to global.
/WHY IT WORKED
01
Long-tenured operating leadership.
25+ years average experience, paired with repeatable recruiting and ramp playbooks.
02
Embedded collaboration.
Worked inside Microsoft delivery leadership to adapt the model as the business evolved.
03
Training and accreditation discipline.
Protects quality while accelerating time-to-productivity.
04
Governance that holds at scale.
Performance management that keeps delivery consistent as the program grows.
“ Partnering with Microsoft since 2011, we’ve built a relationship grounded in trust, adaptability, and results, scaling world-class engineering teams that empower innovation while sustaining essential operations. ”
— JOHN POAST, SENIOR PROGRAM MANAGER, CE
/THE CAPABILITY BEHIND THIS