Support Escalation Manager

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.Within the Customer Service & Support (CSS) organization, the Advocacy and Customer Trust (ACT) team is 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.ResponsibilitiesCustomer ResolutionActs 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.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.Provides status updates to customers and internal stakeholders through various channels of communication regarding issues, following the documented process.Acts on or plays a key role in strategic projects designed to improve resolution times, customer satisfaction, and support 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.CollaborationCollaborates 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 tocustomer 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.CommunicationManages 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.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.Process ImprovementIdentifies 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.Vendor RelationshipsParticipates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.OtherEmbody our Culture and ValuesQualificationsRequired/Minimum Qualifications7+ years technology industry, customer service, or related experienceOR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experienceOR Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experienceOR equivalent experience.Other requirements: 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 Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local United States government agency customers and is subject to certain citizenship-based restrictions where required or permitted by applicable law. To meet this legal requirement, and as a condition of employment, the successful candidate’s citizenship will be verified with a valid passport.Additional Or Preferred Qualifications8+ years technology industry, customer service, or related experienceOR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experienceOR Bachelor's Degree in technology, business, or related field AND 5+ years technology industry, customer service, or related experienceOR equivalent experience.Experience working with Microsoft products and services.Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals).Volume Licensing, billing and other Commerce related knowledge for Microsoft products.Support Escalation Management IC4 - The typical base pay range for this role across the U.S. is USD $94,600 - $183,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $122,000 - $200,500 per year.Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-payMicrosoft will accept applications for the role until November 18, 2024.#CES #CSS #CCSEMicrosoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.