Relationship Manager

4 months ago

Sydney, Australia Microsoft Full time

With over 17,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft’s commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.

In the Customer Service & Support (CSS) team we are looking for people with a passion for delivering customer success. As a Technical Support Engineer you will own, troubleshoot and solve complex customer technical issues. This opportunity will allow you to accelerate your career growth by honing your problem-solving, collaboration and research skills, and developing your technical proficiency.

Azure Event Management (AEM) is a comprehensive Premier/Unified service designed to proactively help Azure customers identify and remediate any risk to executing a successful event, such as issues related to reliability, scalability, and resiliency. In addition, AEM provides a fast reactive support experience if the customer does experience any problems.

This role is flexible in that you can work up to 100% from home.

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.

**Responsibilities**:
The AEM Relationship Manager is responsible for the end-to-end oversight of the AEM approval and delivery process. They helps coordinate the AEM service delivery with various stakeholders, including the AEM support engineers, WASU, Component teams, external customers, and internal account teams (CSAM, CSA, ADM, Acct Execs). They are responsible for the customer experience during and after our engagement to maintain our customer relationships.
- Champion and coordinate AEM CSS efforts across integrated teams and strive for efficiencies and growth while exhibiting and encouraging a One Microsoft attitude.
- Ensure support is appropriate across all concurrent AEM events.
- Review incoming events for capacity, requirements, scope, and risks.
- Ensure proper AEM delivery timelines and milestones are met, raise awareness on delays and work to ensure mitigation
- Build and maintain relationships with customers throughout the engagement

Response and Resolution
- You own, investigate and solve complex customer technical issues and act as a advisor to the customer, collaborating within and across teams and leveraging troubleshooting tools and practices

Readiness
- You lead in building communities with peer delivery roles and share your knowledge through readiness programs, technical coaching and mentoring of others.
- You deepen your technical and professional proficiency to enable you to resolve complex customer issues, through training and readiness.

Product/Process Improvement
- You engage with Microsoft Engineering/ Supportability teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving Microsoft product improvements

**Qualifications**:
Required Qualifications
- English Language: fluent in reading, writing and speaking
- 5+ years’ experience in a customer facing or customer support role with strong troubleshooting and problem-solving of complex technical issues involving multiple technologies in a team environment
- Ability to examine existing processes an drive improvements to the customer experience
- Ability to examine team capacity and balance workload across resources
- Ability to communicate at an executive level and lead escalations to resolution

Preferred Qualifications
- Foundational knowledge or certifications on Azure or any Cloud Provider

Ability to examine existing processes an drive improvements to the customer experience

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Ba

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