Support Escalation Manager

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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 help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Advocacy and Customer Trust (ACT) delivers connected support experiences to our customers to gain and keep their trust.

Our Service Manager will be positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. As such you will work with some of the world’s largest companies, public sector depts and not for profit organisations pursuing strategic activities, utilising Microsoft technologies to modernise their business.

We create an environment where you can do your best work and build a career both in the Service Manager role as well as the wider Microsoft. As your interests and goals evolve we will enable you to connect you with a diverse, thriving community that can help you grow.

Weekend on-standby/on-call will be required within the local policies and laws of the hiring country, typically one weekend in six.

In the Customer Service & Support (CSS) organization we are 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.

This role is flexible in that you can work up to 100% from home.
In the Customer Service & Support (CSS) organization we are 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.

This role is flexible in that you can work up to 100% from home.

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.

Required Qualifications:

• 9+ years of technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 6+ years of technology industry, customer service, or related experience
  • OR Master's Degree in technology, business, or related field AND 4+ years of technology industry, customer service, or related experience
  • OR equivalent experience
• Prior Incident and escalation management experience
• Proficient in C-level stakeholder management

Other:

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 thereaft.

Additional or Preferred Qualifications:

• 12+ years technology industry, customer service, or related experience
  • OR Bachelor's Degree in technology, business, or related field AND 9+
    years technology industry, customer service, or related experience
  • OR Master's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience
  • OR equivalent experience.
• Project management experience.
• Experience working with Microsoft products and services.
• Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals)

Support Escalation Management IC5 - The typical base pay range for this role across Canada is CAD $121,800 - CAD $219,100 per year.

#CES #CSS #ACT

Customer Resolution:

• Acts 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.

Collaboration:

• • Collaborates 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 to customer 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.

Communication:

• • 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.

• • 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 improvement:

• • Identifies 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 relationships:
• • • Participates and drives relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.

  Other:

  • Embody our Culture and Values