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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.
Responsibilities
Your Responsibilities
• Nurture the Microsoft culture in the team, fulfilling the Model, Coach and Care expectations through:
• Attract, Develop, and Retain Talent
• Deliver Results Through Teamwork
• Role Model Microsoft Values
• Commit to Performance Management and Recognition Program.
• Provide guidance and coaching to team for addressing highly complex, strategic financial and executive level cases, including customer and field escalations – and as necessary take ownership to produce a positive customer outcome.
• Manage the day-to-day support business within your team.
• Foster collaboration with other technology teams to improve the customer experience.
• Position and support your team to succeed by maintaining focus on the fundamentals (case load and backlog mgmt., throughput and resolution, removing roadblocks w/in CSS or into Engineering, encouraging collaboration and use of all solution assets, reinforce CARE* behaviors and CSS Strategies, etc.)
• Assure team members are ready (working with your Technical Advisor and Readiness Leads where applicable) – technical skills, soft/professional skills, required training, cultural initiatives, industry certifications and standards, etc.
• Establish connections across CSS and externally (to Engineering and Microsoft Services) to influence and improve team effectiveness.
• Contribute to and help drive Product, Technology, Service, Solution and Process improvement.
• Contribute to the success / implementation of CSS and CSS Division led programs, initiatives, communications at the team level.
*CARE:
Communicate Effectively
Accountable
Resourceful
Empathetic
Qualifications
Qualifications & Experience
Bachelor degree in Computer Science, Information Technology, or related field AND 3 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 1+ years of experience of managing people
OR
5 years of operational excellence, delivery management, account management, sales, or vendor management experience AND 2+ years of people management experience
4-year Degree in Management, Business, Computer Science, or equivalent in work experience.
6+ years prior management or related product/customer support leadership experience
3+ years of experience in program leadership of customer, partner or client satisfaction measurement and improvement
3+ years of experience tracking, understanding and driving improvements based on customer, partner or client feedback
3+ years of demonstrated ability to build/lead a team (ie: technical support, service delivery, and/or customer-oriented environment), Able hire, develop and retain top talent and set goals and expectations.
Excellent written and oral English language skills
Experience in an enterprise support and/or customer service environments with a strong understanding and knowledge of support, customer service delivery and/or the consulting industry and processes.
Passion for and track record for delivering great customer experiences.
Consistently practices and demonstrates strong organizational, communication, project management, negotiation, stakeholder management and problem solving skills.
Passion and interest in enhancing the customer experience (customer obsession)
Problem solver. Ability to apply judgement in high pressure situations with minimal external guidance
Excellent at multi-tasking & task prioritization with exceptional organizational skills & strong attention to detail
Understanding of reactive case lifecycle and troubleshooting methodology
Familiarity with Microsoft products, programs, policies and services.
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 thereafter.
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 (https://careers.microsoft.com/us/en/accommodationrequest) .
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
