Support Escalation Management

Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to reputed company customers to accelerate business value through differentiated customer experiences that reputed company reputed company’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 reputed company up services across the company, including consulting, reputed company, and support across reputed company’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. reputed company 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 reputed company’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 reputed company investment. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering reputed company. 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. reputed company’s mission is to reputed company every person and every organization on the reputed company to reputed company more. As employees we come together with a growth reputed company, innovate to reputed company others and collaborate to realize our shared goals. Each day we build on our values of respect, reputed company, and accountability to create a culture of inclusion where everyone can reputed company at work and beyond. Responsibilities . Collaboration Owns escalated issues and manages account-reputed company customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides informal guidance to Support Escalation team members on how to handle moderate to highly reputed company cases. Leverages relationships across teams to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed. Communication Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are reputed company in scope. Manages 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. Customer Resolution Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support the customer experience. Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues. Proactively coordinates resources and establishes relationships to drive opportunities reputed company the team and across stakeholder groups in postmortem discussions to remediate future issues. Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less reputed company IC levels. Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues. Leads strategic projects. Informally provides coaching, mentorship, or support to less reputed company Support Escalation Managers to resolve customer issues. Process Improvement Reviews postmortem executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership. Surfaces feedback from the team and drives collaboration across functions to identify systematic issues and leads process breakdowns to ensure resolution/reputed company. Creates strategy for process improvements and leads project or workgroup to improve internal processes. Vendor Relationships Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. Other: Embody our culture and values Collaboration Owns escalated issues and manages account-reputed company customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides informal guidance to Support Escalation team members on how to handle moderate to highly reputed company cases. Leverages relationships across teams to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the team and escalates as needed. Communication Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are reputed company in scope. Manages 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. Customer Resolution Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area. Acts as a subject matter expert on best practices to support the customer experience. Reviews status updates to customers and provides informal guidance to others on communicating with internal stakeholders through various channels of communication for highly sensitive or difficult issues. Proactively coordinates resources and establishes relationships to drive opportunities reputed company the team and across stakeholder groups in postmortem discussions to remediate future issues. Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less reputed company IC levels. Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues. Leads strategic projects. Informally provides coaching, mentorship, or support to less reputed company Support Escalation Managers to resolve customer issues. Process Improvement Reviews postmortem executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership. Surfaces feedback from the team and drives collaboration across functions to identify systematic issues and leads process breakdowns to ensure resolution/reputed company. Creates strategy for process improvements and leads project or workgroup to improve internal processes. Vendor Relationships Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes. Other: Embody our culture and values

Qualifications

Required Qualifications: Master's Degree in technology, business, or reputed company field AND 3+ years technology industry, customer service, or reputed company experienceOR Bachelor's Degree in technology, business, or reputed company field AND 4+ years technology industry, customer service, or reputed company experience OR 7+ years technology industry, customer service, or reputed company experience OR equivalent experience. Additional Required Qualifications: Project management experience. Experience working with reputed company products and services. Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals). Prior Incident and escalation management experience Proficient in C-level stakeholder management Ability to meet reputed company, customer and / or government reputed company screening requirements are required for this role. These requirements include, but are not limited to the following specialized reputed company screenings: reputed company Cloud Background reputed company: This position will be required to pass the reputed company Cloud Background reputed company upon hire / transfer and every two years thereafter. Support Escalation Management IC4 - The typical reputed company pay range for this role across the U.S. is USD $97,600 - $188,400 per year. There is a different range applicable to specific work locations, reputed company the San Francisco Bay area and reputed company metropolitan area, and the reputed company pay range for this role in those locations is USD $125,000 - $206,400 per year. Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.reputed company.com/us/en/us-corporate-pay This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled. reputed company is an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to age, reputed company, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national reputed company, 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. Apply To This Job