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Microsoft Corporation Pricing Escalations and Prevention Team Lead in Sunnyvale, California

Do you have a passion for simplifying the experience of global field roles in the support sales business by delivering operational excellence?

In this role you will be accountable for the Pricing Escalations and Prevention team. The ideal candidate will lead a small team of escalation specialists, contracted to Microsoft, who focus on investigating complex issues escalated from our tier one support team.

The Support Pricing Operations Organization is looking for talented individuals to join this growing team. Pricing is a complex and crucial aspect in the multi-billion-dollar support business.

Who we are?

The Support Pricing Operations Organization is part of Customer Success Business Operations (CSBO). Our goal is to Empower every person and every organization on the planet to achieve more by delighting customers and consistently exceeding their expectations…in every interaction through a connected customer experience. We are dedicated to delivering customer value through support and consumption while meeting our contractual obligations and delivering an outstanding customer experience with speed, efficiency, and innovation.

Customer Experience & Success

The CSBO organization sits within the Customer Experience & Success organization. CE&S consists of 31,000+ professionals worldwide. With customer experience being the next competitive differentiator, customers are looking for a true partner to guide their transformation. CE&S responsibility and accountability is to deliver a differentiated, connected customer experience that spans the entire customers lifecycle as we look to delight our customers and exceed expectations across every touchpoint. Through the successful implementation of our CX strategy, we will provide lasting impact for our customers by creating real-time value. Simply put, CE&S will bring the Connected Customer Experience to life.

Join us and be one who empowers billions! That’s incredible reach. When you combine that with your own inspiration, plus the freedom and support to make your ideas happen, you can make a huge impact on how people work and live all over the world.

Responsibilities

The ideal candidate will work directly with our engineering group to get to the root of problems and develop fixes where appropriate. In addition, you will have a significant focus on issue prevention, working closely with our tier 1 support team to understand the global tickets raised to them, related to pricing. You will take these insights to many groups and stakeholders across the company to influence change that prevents the field having a need to engage support.

  • Investigating and Resolving Escalation – You and your team will take tier 2 escalations from our front-end support team, related to the pricing motion, and work to resolve the issues in collaboration with our engineering team and other divisions.

  • Reduce Tier 1 tickets – Over 1000 tickets per month globally get submitted to our tier 1 support team related to pricing: Everything from discount requests and switching of pricing models to technical tooling issues. Your role is to understand the root causes and systemic challenges driving the buckets of tickets and influence change in our tooling, process, readiness etc. to simplify the customers and field role experience, reducing their need to engage support and accelerating the time to a price quote.

  • Customer Centric Insights – Through the escalations you handle, the systemic issues you investigate and the analysis from your team, you will surface key insights and share those on a routine basis with the wider team and key stakeholders.

  • Stakeholder Management – You will own key relationships with stakeholders who you will need to work with to drive change to improve the operational effectiveness of our tools, processes and readiness based on the business case from the insights that you and your team develop.

Qualifications

Experience Required:

  • Extensive troubleshooting escalation management experience

  • Experience in delivering project, process and system changes.

  • Technical aptitude and ability to identify systemic issues and insights.

  • Capability to build strong business cases based on insights gathered.

  • Influence without authority in taking a business case to partner groups

  • Team leadership

  • Strong communicator.

  • High business and data acumen

  • Analysis skills

  • Able to collaborate with and influence a range of stakeholders, both business and technical

  • Flexible and comfortable in ambiguity

  • Optimistic in the face of change

  • Poised under pressure.

  • Big picture oriented

  • Customer Experience Focused

Preferred Experience:

  • Microsoft licensing understanding

  • Bachelors/Masters degree

  • Prosci or equivalent training

  • Experience utilizing ServiceNow for issue management and Azure Dev Ops (ADO) for bug/feature tracking

  • PowerBI and reporting experience

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to askstaff@microsoft.com .

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