Support Escalation Manager

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.

The Critical Situation Management Execution Team (CMET) is part of Customer Service and Support (CSS). CMET owns the Critical Situation (CritSit) Process and works across Services, CSS, Worldwide Commercial Business and GSMO and other business groups ensuring all the parts are compliant with the process and ensuring a high-quality customer and partner experience when facing a CritSit. CritSit are business critical situations escalated by Microsoft’s highest priority Premier customer segment that includes customers from government, military, and fortune 500 companies.

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 Relationship Manager role is part of the CMET Execution Team and will assist with managing CritSit situations across all technologies. The primary focus is to meet customer needs by effectively managing internal and external resources and managing communication across all the parties involved in a CritSit. The Execution Team provides 24x7, 365 days a year business and after-hours coverage, identifying internal failings and driving positive change.

Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends and public holidays.
- Positively impact customer satisfaction by:

- Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
- Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
- Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
- Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise

Accounts and Partners during afterhours.
- Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.
- Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
- Pursuing proactive actions to help prevent future issue.
- Leading project and working group to improve process and tools.
- Establishing / Maintain Relationships
- Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
- Actively participating on projects initiatives owned by CMET
- Providing CritSit reporting to allow businesses to make better decisions.

**Qualifications**:
Required/Minimum Qualifications:

- Proficiency in spoken and written English is required.
- 5+ years of working experience in a customer-oriented position (customer support / helpdesk / service delivery manager / critical situation management) of which a minimum of 5 years in technical role
- Ability to work non-standard hours, weekends and public holidays is required
- Bachelor’s Degree with major in Computer Science or Information Technology is preferred
- Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.

Additional or Preferred Qualifications:

- 7+ years technology industry, customer service, or related experience
- Deep technical understanding in any Microsoft products (Windows/Networking/Azure/Office365/Dynamics)
- ITIL certification
- Project Management Certification
- Japanese or Mandarin writing and speaking skills is a big plus