Relationship Manager
San Jose, San José, Costa Rica
hace 3 días

The Customer & Field Engagement (C&FE) team is looking for customer obsessed, analytical, and high energy individuals to join their team.

The C&FE team provides support expertise to customers, partners, and internal teams that sell Microsoft services. The C&FE team assumes project management of complex, multi-

workload escalations and drives them to resolution. Relationship Managers collaborates closely with the Product Group, commercial and technical support CSS, CELA and Field Sales to resolve and prevent recurring escalations by identifying and working to resolve systemic issues.

The ELP (Executive, Legal, Press) team intakes and resolves cases that come to Microsoft outside of the designed support model.

We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future.

We work across the complete range of Microsoft offerings including software, services and devices.

Description :

The Relationship Manager is responsible for handling customer / partner escalations that come to the team through channels such as Executive, Legal and Press.

Escalations will require direct customer interaction via phone with the goal of identifying and resolving issues related to Microsoft technology and services, ensuring they are resolved within established guidelines / policies.

These escalations are some of our most challenging and difficult customer issues and will at times require the individual to deal with highly sensitive customers and situations.

Relationship Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation & problem solving.

Relationship Managers represent Microsoft by providing world class service and displaying our core principles in all their work.

In addition to the above, the lead role plays a part in mentoring and coaching other team members, they work extensively with our service delivery organization for situations that require additional local language or deep technical skills


  • Customer recovery and problem resolution. Fully owning the customer relationship through to resolution.
  • Internal and external relationship management.
  • Intake, triage and dispatch of escalations.
  • Documentation of customer issues for further analysis by the business.
  • Identifying reoccurring or emerging issues and escalating to the appropriate channels.
  • Collaborating with teams such as Legal and Public relations to ensure issues are managed appropriately.
  • Ensuring strict service levels are adhered to.
  • Self-prioritize and manage case work.
  • Cross training and team operational projects.
  • Follows all privacy policies, legal considerations.
  • Desired Experience

  • Customer Service and support experience.
  • Deep Technical support experience for the Windows and Office software (including consumer versions).
  • Demonstrated business maturity.
  • Escalation management & Critical situation handling.
  • Problem solving and research skills.
  • Computer / Technical skills.
  • Organizational skills with attention to detail.
  • Understanding of Reverse logistics.
  • ITIL or similar problem management.
  • Personal Attributes / Interpersonal Skills :

  • Collaborative team player with strong stakeholder management skills.
  • Excellent time organization and close-out discipline.
  • Problem solver that can identify both short term mitigation and propose options for longer term resolution.
  • Strong written and verbal communication skills.
  • Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
  • Ability to manage and work within ambiguity to reach a successful outcome.
  • Ability to influence and build relationships in an international environment.
  • Inquisitive and proactive, actively seeing new problems.
  • Work remotely on individual issues whilst contributing to the team success.
  • Technical Skills

  • Microsoft Windows
  • Microsoft Office
  • Technical troubleshooting
  • Language

  • Fluent English, one or more of the following is desirable :
  • Portuguese
  • 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.

    Benefits / perks listed below may vary depending on the nature of your employment with and the country where you work.

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