Area Support Leader

Overview

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.

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.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Principal Support Escalation Manager, you will provide a managed incident management experience for top-tier customers, partners, and/or internal group support. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and orchestration skills, and deepening 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.

Responsibilities

Crisis Management:

Crisis Response: The ASL is responsible for coordinating crisis response during high impact service incidents. They are the Incident Commander within their Area Crisis Coordination Group (CCG), triaging and coordinating between stakeholders, reducing confusion, and instilling confidence during and after a crisis.

Crisis Readiness: The ASL role requires a deep understanding of Microsoft Crisis Response processes and resources, as well as completion of Crisis Response and Field Drills training content. The ASL will need to execute on various tasks throughout the crisis lifecycle, including readiness, response, and recovery

Consulting and Advising: In preparation for any future crisis, the ASL also serves as the Area’s trusted advisor and partner, consulting with relevant v-teams, and customers to drive systemic improvement in customer health and resiliency

Operational Health Improvement: The ASL is responsible for driving operational health improvement plans for selected customers and owning actions to prevent recurrence.

Key Customer Escalation Management

The ASL is responsible for managing Area executive escalations and restoring confidence with key customers. They participate in Root Cause Analysis (RCA) and Post Incident Reviews (PIR) for escalated events to fully understand the cause and the strategy to prevent recurrence and improve customer health and readiness. They may also preside over confidence engagements as the delegate for Microsoft executives, talking to the customer about why an issue occurred and how to prevent it from recurring.

The ASL also provides consultative support for select customers in the same way that CE&S leadership does through their account sponsorship, including driving systemic improvement in services health for key customers in their Area. They work with the customer’s account teams to ensure the customer’s architecture is as resilient as possible to minimize business impact.

Systemic Issue Management

The ASL is responsible for managing systemic issues that are creating dissatisfaction for customers. They work to ensure that systemic issues are captured, reported, and communicated. The ASL is uniquely positioned to observe the impact of systemic issues on key customers and to ensure that feedback is directed to the appropriate resources for management.

The ASL will consult with relevant v-teams and customers to identify opportunities for process improvement and incorporate automation where necessary to increase efficiency and effectiveness of processes. They also oversee end-to-end governance across business functions and maintain documentation for flow, controls, underlying systems, and requirements as needed

How

Leadership in ambiguity: The ASL should be able to demonstrate leadership in ambiguous situations, with the ability to make decisions and approach challenging situations with a clear strategy. They should be able to problem-solve and collaborate with colleagues and be able to adapt to changing circumstances.

Executive presence: The ASL should have a strong executive presence, with confidence, effective communication skills, and the ability to maintain control in challenging situations. They should be able to make a good impression and communicate confidence, while also seeking feedback and demonstrating strategic thinking.

Relationship management: The ASL should have strong relationship management skills, with the ability to manage relationships effectively when there is ambiguity, uncertainty, and pressure. They should be able to build trust with stakeholders and pivot reactive support conversations into strategic conversations.

Impact and influence: The ASL should be able to create influence strategies that cut across organizational boundaries to achieve broad business outcomes. They should be able to secure strategic alliances or partnerships to gain widespread support and enlist commitment by invol

Qualifications

Required Qualifications:

Masters Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience

• OR Bachelors Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience
• OR 11+ years technology industry, customer service, or related experience
• OR equivalent experience
  
  

Cloud Technology Certification (minimum of Azure Fundamentals. M365 Fundamentals).

• 16+ years technology industry, customer service, or related experience
• OR Bachelors Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience
• OR Masters Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience
• OR equivalent experience
  
  

Project or program management experience.

Experience working with Microsoft products and services.

Recommended higher certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies.

Reactive Support Experience Preferred

Knowledge and understanding of Microsoft Unified Deal Construction preferred.

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. 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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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