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.
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
Personal Attributes / Interpersonal Skills :
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.