Experience Inc. Jobs

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 the Customer Experiences & Success organization (CE&S), 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 & Customer Trust (ACT) delivers connected support experiences to our customers to gain and maintain their trust.

As the Area Support Lead (ASL) - US Federal , you will own Crisis Communications for your Area and liaise with the C-Suite of Microsoft’s most strategic customers, acting as a trusted advisor and partner for your Area’s Leadership (CVP/AVP/GM). You’ll be the Commander and Technical Leader during a Service Incident or large scale event, co-ordinating key leaders and decision makers across our Support and Engineering Organisations. You’ll have executive-facing communication skills to restore confidence, and partner with the customer’s Account Team to prevent recurrences through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes.

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

Customer Resolution

• Acts as a customer-facing Area Crisis Commander to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues when standard escalation channels do not deliver against expectations. Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues.

• Informally provides coaching, mentorship, or support to less experienced colleagues to resolve customer issues.

• Required to be on-call during 24x7 shifts and available to take ownership of Executive escalations to Senior Leaders at Microsoft (AVP, CVP, GM). Will be the Area Representative liaising between the customer and Senior Leaders within Microsoft Support and Product Groups.

• 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 and customer stakeholders through various channels of communication for highly sensitive or difficult issues.

• Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Provides examples and direction to Senior Leadership on how Microsoft can prevent and reduce escalations/crises from customers.

• Proactively coordinates resources and establishes relationships to drive opportunities within the Account Team and across stakeholder groups in postmortem discussions to remediate future issues.

Collaboration

• Leverages relationships across Area CSU, Support and Product Groups to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the Area and escalates as needed.

• Owns escalated issues and manages Area-escalated customer crises 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 guidance to Support Escalation team members on how to handle moderate to highly complex cases.

• Partners with the Account Team Unit to drive the Customer Engagement Plan accountabilities from a Reactive Support perspective.

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.

• Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope.

• Leverages precision questioning techniques to understand the pain points of the customer experience during Crisis and then address proactively the People/Process/Technology blockers which arose.

• Outstanding calmness and diplomacy in managing customers in crisis scenarios, and leveraging data and relationships “in the moment” to deliver a positive outcome.

• Customer engagement – both reactive (emergency) and proactive (sponsorship). Confidence calls after outage. Involved in service incident (SI) aka outage Crisis and non-outage crisis for specific, strategic customers

Process Improvement

• Support the Area and collaborate with the Area Business Partner to identify systematic issues and leads process breakdowns to ensure resolution/progress.. Recommend process improvements and support the Area Connected Reactive Support forums with identified actions.

• Crafts and executes executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with Area, Support and Product Group leadership.

• Own crisis response and management in the Area (before, during and after) – ensure understanding of Field roles and responsibilities. Accountable for ensuring the area is trained.

Other

• Embody our culture and values

Qualifications

Required/Minimum Qualifications

• 11+ years technology industry, customer service, or related experience

• OR Bachelor's Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience

• OR Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience

• OR equivalent experience.

• Crisis Management and C-Suite communication experience.

• Experience working with the US Federal Government.

Other Requirements:

Citizenship Verification: This position requires verification of citizenship due to citizenship-based legal restrictions. Specifically, this position supports United States federal, state, and/or local 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.

Additional or Preferred Qualifications

• 16+ years technology industry, customer service, or related experience

• OR Bachelor's Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience.

• OR Master's Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience.

• OR equivalent experience.

• Project management experience.

• Experience working with Microsoft products and services.

Support Escalation Management IC6 - The typical base pay range for this role across the U.S. is USD $129,200 - $273,400 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 $162,000 - $299,400 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 will accept applications for the role until September 27, 2024.

#CES #CSS #CCSE

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) .