Area Support Lead Crisis Prevention and Management

Microsoft•,

5d•$130,900 - $303,600•Remote

About The Position

Within MCAPS - Core, 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 Microsoft’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 Microsoft investment. As an Area Support Lead Crisis Prevention and Management 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.

Requirements

Master's Degree in technology, business, or related field AND 6+ 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 equivalent experience.
5+ years experience managing projects.
5+ years experience working with Microsoft products and services.
Crisis Management and C-Suite communication experience.
Cloud Technology Certification (minimum of Azure Fundamentals and/or M365 Fundamentals).
Project or Program management experience.
Experience working with Microsoft products and services.

Nice To Haves

Master's Degree in technology, business, or related field AND 12+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 15+ years technology industry, customer service, or related experience OR equivalent experience.
Advanced Cloud Technology Certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies.
Knowledge and understanding of Unified Deal Construction preferred.

Responsibilities

Required to be on-call during shifts which will include nights and weekends and available to take ownership of escalations to Senior Leaders, liaising between the customer and Senior Leaders across organizations within Microsoft.
Acts as a subject matter expert on best practices to support the customer experience.
Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Provides examples and direction to prioritize efforts to prevent and reduce escalations/crises.
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.
Identifies and builds strategic relationships with internal teams, partners, and communications with senior and executive 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 proactively addresses the People/Process/Technology blockers identified.
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
Support Area and regional leadership and collaborate with the Area Business Partner to identify systematic issues and leads process improvement efforts to ensure continuous improvement 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 Service Incident or 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.
Embody our culture and values