Microsoft Looking For Support Escalation Management – Relationship Manager at Las Colinas, TX Full Time

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.

Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Group and Job Purpose:
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.

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 24×7, 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.

Responsibilities

Responsibilities: 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

Qualifications

Required/Minimum Qualifications

3+ years technology industry, customer service, or related experience

OR Bachelor’s Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, or related experience.

This position requires verification of US Citizenship to meet federal government security requirements.

Additional or Preferred Qualifications

Experience working with Microsoft products and services.

Information Technology Infrastructure Library (ITIL) Foundation Certification.

• Proficiency in spoken and written English is required.
• Candidates with Service delivery experience would be preferred.
• Ability to work non-standard hours, weekends and public holidays is required.
• Exceptional organizational skills to manage effective escalation within different Microsoft departments.
• Problem solving skills required.
• Advanced technical understanding of the Microsoft products and technologies.
• Computer/Technical skills. (Windows, Office, etc).

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.