Support Escalation Management

Microsoft•,

3d•$97,600 - $206,400

About The Position

The Customer Experience and Success (CE&S) organization, with over 45,000 employees and partners globally, is dedicated to empowering customers to achieve faster business value through exceptional customer experiences leveraging Microsoft's products and services, driven by our people and culture. CE&S fosters cross-company alignment and execution to consistently surpass customer expectations in all interactions, whether in-product, digital, or human-centered. This organization oversees all company services, including consulting, customer success, and support across Microsoft's entire product and solution portfolio. CE&S is at the forefront of accelerating AI transformation for customers worldwide. Within CE&S, the Global Customer Success (GCS) organization leads the charge in enabling customer success on the Microsoft Cloud. GCS utilizes leading AI-powered capabilities and human expertise to deliver innovative solutions that accelerate business value, enhance operational excellence, and cultivate long-term customer loyalty. The Customer Service & Support (CSS) organization is seeking individuals passionate about delivering customer success. As a Support Escalation Manager, you will be the primary point of contact for managing escalated customer and partner issues. This role offers a significant opportunity for career advancement, allowing you to refine your problem-solving, collaboration, and orchestration skills, while also deepening your expertise in relationship management. Microsoft's core mission is to empower every person and every organization on the planet to achieve more. As employees, we unite with a growth mindset, innovate to empower others, and collaborate to achieve our shared objectives. Daily, we uphold our values of respect, integrity, and accountability to cultivate an inclusive culture where everyone can thrive, both professionally and personally.

Requirements

Master's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR 7+ 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).
Prior Incident and escalation management experience
Proficient in C-level stakeholder management
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.

Responsibilities

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 influences the direction of process improvement efforts with a global perspective.
Acts as an expert and provides informal guidance to Support Escalation team members on how to handle moderate to highly complex cases.
Leverages relationships across teams to remove roadblocks.
Establishes and oversees the development of written protocols to ensure customer issues are resolved.
Identifies reoccurring roadblocks across the team and escalates as needed.
Identifies and builds strategic relationships with internal teams, partners, and communications with senior leadership to resolve issues that are complex in scope.
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.
Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience.
Leads inter-regions, cross-regions, cross-group, or account team unit (ATU) initiatives by creating plans and managing relationships with other business units to improve the customer support experience for a group of customers or a specific region/area.
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 stakeholders through various channels of communication for highly sensitive or difficult issues.
Proactively coordinates resources and establishes relationships to drive opportunities within the team and across stakeholder groups in postmortem discussions to remediate future issues.
Acts as an internal expert to resolve longer running, sensitive, or escalated issues or acts as a primary contact for escalated issues on behalf of less experienced IC levels.
Identifies and builds relationships with various internal and external teams and senior leaders to resolve customer issues.
Leads strategic projects.
Informally provides coaching, mentorship, or support to less experienced Support Escalation Managers to resolve customer issues.
Reviews postmortem executive summaries and identifies patterns across customer issues.
Creates strategies to resolve reoccurring or highly sensitive issues in partnership with leadership.
Surfaces feedback from the team and drives collaboration across functions to identify systematic issues and leads process breakdowns to ensure resolution/progress.
Creates strategy for process improvements and leads project or workgroup to improve internal processes.
Owns and leads relationships with outsource vendor to resolve issues and foster positive cultural and behavioral changes.
Embody our culture and values.