Support Escalation Management
Job Description
With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust. Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business. We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow. Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Senior Support Escalation Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise. 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.
Locations
- Charlotte, North Carolina, United States, Charlotte, North Carolina, United States (Remote)
Salary
Salary not disclosed
Required Qualifications
- Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ years technology industry, customer service, or related experience OR equivalent experience. (degree)
- OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience (degree)
- OR 7+ years technology industry, customer service, or related experience OR equivalent experience. (degree)
- Prior Incident and escalation management experience (degree)
- Proficient in C-level stakeholder management (degree)
- Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience OR 8+ years technology industry, customer service, or related experience OR equivalent experience. (degree)
- OR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experience (degree)
- OR 8+ years technology industry, customer service, or related experience (degree)
- OR equivalent experience. (degree)
- Experience working with Microsoft products and services. (degree)
- Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals). (degree)
- Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six. (degree)
- Ability to commute occasionally to the location specified in the requisition is a requirement of this role. (degree)
Responsibilities
- Collaborates with engineering teams and/or operations teams to identify the right resource. Acts as a subject matter expert on the written protocol to ensure the right groups are engaged to resolve customer issues.
- Owns escalated issues and manages account-aligned customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and acts as a key player during process improvement efforts. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.
- Takes ownership of and nurtures relationships with internal teams and partners and proactively communicates with senior leadership on issues complex in scope and provides solutions to resolve them.
- Manages customer and field expectations around issue response and represents the company independently. Ensures customer and MSFT internal stakeholders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive faster issue resolution.
- Acts as a key player when supporting inter-regional, cross-regional, cross-group, or account team unit (ATU) initiatives by gathering feedback and identifying resources to improve the customer support experience for a group of customers or a specific region/area. Models best practices to support the customer experience.
- Identifies trends across internal postmortems and suggests resources to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.
- Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support experience.
- Acts as a primary contact to understand issues and improve the experiences of account-aligned customers independently. Maintains and develops relationships with various internal and external teams to resolve customer issues. Mentors others the on Support Escalation Management team. Acts as a key member of projects to drive key strategic initiatives.
- Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.
- Identifies systematic issues and process breakdown and participates in a project or workgroup to improve systematic issues and internal processes.
- Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution. Identifies patterns in customer issues and supports the delivery of strategies to resolve them.
- Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.
- Embody our culture and values
Travel Requirements
0 days / week in-office - remote
