With over 18,000 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. Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

　　The Support Esclation Manager - Digital Native is responsible for driving positive outcomes end to end within reactive support, including healthy reactive support case progression and management across both standard and critical severity cases. Resources are aligned directly to customer accounts and own all levels of escalation handling, reporting, problem management and customer communications.

　　The Support Esclation Manager - Digital Native will partner closely with the Cloud Solutions Architects (CSAs) aligned to these customers to support the development of insights that can inform solution and operational health program development, and an ability to translate technical solutions into business language

　　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

　　Communication & Leadership

　　As a key influencer and advocate for the customer, you will build meaningful partnerships with internal and customer-facing stakeholders. In partnership with the Cloud Solutions Architect (CSA), you will be the trusted central commander within the Reactive Support Management space.

　　This includes; direct interactions with customers to gather the business impact of support requests, providing status updates or executive summary on case progress, owning and coordinating actions to improve health in at-risk or unhealthy support requests and accelerating cases assignment to resolution.

　　You will prepare reports and lead a cadence with the customer to review the cases progress, to align on their priorities, and to provide recommendations in collaboration with the CSA.

　　In this role, there is a unique opportunity to identify and champion process, tools, and service delivery program improvements. Through your work, you will help to influence continuous improvement and a more connected customer experience.

　　Incident Management

　　Support Request Reviews – Based on customers priorities, internal tools and analytical skills, you will identify cases that require action. You will determine the best course of action to maintain healthy support request progression and resolution through consideration of customer-specific knowledge. You will develop the ability to anticipate risk related to customer-specific workloads and solutions and take mitigation action where required.

　　Having the correct network across Customer Service and Support (CSS), Connected Customer Support Experience (CCSE) and Engineering to speed up escalations and connect the right groups / stakeholders for resolution

　　Should a reactive support crisis occur, lead the virtual account team and stakeholders

　　Expectation setting – You will help to mitigate relationship risk through proactive expectation setting and help the customer to understand Microsoft support management process.

　　Critical Thinking

　　Work with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention

　　Establish a customer obsession approach that puts the customer and the customer operational health in the center, proactively understanding the customer’s deployment roadmap

　　Problem Management

　　Support Requests Trends – Using internal tools, automation and analytical skills, you will identify and confirm the root cause of support requests and categorize them following a defined standard. These insights will help you and the account team to understand opportunities to maximize the value of the customer’s Unified Support agreement through the use of proactive services to drive Operational Health improvements. Specifically, this role will be responsible for identifying trends and partnering with Cloud Solutions Architects (CSAs) to build recommendations for customers.

　　Reporting and Business Intelligence – You will leverage purpose-built tooling and standard reporting to support your understanding of support request volume and trends. This information will serve to support customer conversations and various incident/problem management activities.

　　Other

　　Embody our culture and valuesQualifications

　　Required/Minimum Qualifications

　　5+ years technology industry, customer service,technical support, service delivery, or consulting or related experience

　　OR Bachelor's Degree in technology, business, or related field AND 2+ years technology industry, customer service, technical support, service delivery, or consulting or related experience

　　OR Master's Degree in technology, business, or related field AND 1+ year(s) technology industry, customer service, technical support, service delivery, or consulting or related experience

　　OR equivalent experience.

　　2+ years of experience working with Digital Native customers

　　Training accreditation in at least 2 cloud technologies

　　Other Requirements

　　Citizenship & Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports UnitedStates 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.Preferred Qualifications

　　ITIL / Prosci Foundations

　　2+ years of working as part of a global organization, interacting with customers from around the world – preferred recommendation

　　Track record in successfully coordinating activities that involve cross-team of internal/external contacts

　　Support Escalation Management - IC3 - The typical base pay range for this role across the U.S. is USD $72,800 - $144,000 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 $95,100 - $157,900 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-pay

　　Microsoft 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 (https://careers.microsoft.com/v2/global/en/accessibility.html) .