Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day.
In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 12,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience.
This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.
The CE&S organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
The Critical Situation Management Execution Team (CMET) is part of Customer Service and Support (CSS). CMET owns the Critical Situation (CritSit) Process and works across Services, CSS, Worldwide Commercial Business and other business groups to ensure all participants are compliant with the process and provide a high-quality customer and partner experience when facing a CritSit.
CritSits are business critical situations escalated by Microsoft’s highest priority Premier customer segment, which includes customers from government, military, and fortune 500 companies.
The Relationship Manager role is part of the CMET organization and will assist with managing CritSits across all technologies.
The primary focus is to meet customer needs by effectively managing internal and external resources and managing communications for all stakeholders.
CMET provides coverage 24x7, 365 days a year, during business hours and after-hours.
Given the nature of the business, this position does require flexibility to work outside of standard business hours, including off business hours, weekends, and public holidays.
This role’s purpose is to :
Address high priority customer escalation needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers and Partners.
Participate in 24x7 coverage schedule providing timely, reliable, and high-quality response to complex customer escalations.
Provide guidance to Premier (account teams) and CSS (support delivery teams) regarding the CritSit process to ensure successful collaboration and execution.
Interface with various departments and groups within Microsoft to drive resolution, up to the executive level as necessary.
Required Qualifications :
Minimum 5 years of working experience in a customer-oriented position.
Proficiency in spoken and written English is required.
Ability to work non-standard hours, weekends and public holidays is required.
Passion and interest in enhancing the customer experience and a strong background in direct customer interaction.
Candidate must be customer oriented and have strong negotiation and problem-solving skills.
Excellent interpersonal, written and verbal communication skills are required.
This position requires the ability to use assertive, positive and effective communications skills (written and verbal) to market thoughts and ideas, work effectively across multiple management levels, up to the executive level, as necessary.
Exceptional organizational skills to manage effective escalations within different Microsoft departments.
Candidate must have the ability to effectively influence and lead actions across groups and organizations (cross-group collaboration skills).
Candidate must be action oriented, demonstrate the ability to drive issues to resolution on behalf of customers.
Preffered Qualifications :
Positively impact customer satisfaction by :
Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
Deliver a high-quality customer and partner experience through timely and effective response to internal and external customer needs;
owning active Critical Situations.
Deliver a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically escalated Premier customer situations, including Enterprise Accounts and Partners, during afterhours.
Identifying systemic issues and flagging process breakdowns during the execution of the CritSit process.
Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
Pursuing proactive actions to help prevent future issues.
Participating in and / or leading projects with virtual teams across regions and time zones to deliver successful results which positively impact and improve business processes and tools.
Establish and maintain healthy working relationships with CMET partner organizations.
Collaborate effectively with customers and internal groups to solve issues and improve business processes in the quickest way possible.
Actively participate on project initiatives owned by CMET.
Provide CritSit reporting data to enable business segments the power to make better decisions.
Minimum of 2-3 years in a technical role would be desirable.
Bachelor’s Degree with major in Computer Science or Information Technology is preferred.
ITIL and PMP certification is desirable.
Candidate should have broad knowledge of Microsoft products, programs, and policies.
Candidates with Service delivery experience and experience managing a vendor / partner team would be preferred.