With over 18,000 employees worldwide, the Microsoft Customer Experience & Success (CE&S) organization is responsible for the strategy, design, and implementation of Microsoft’s end-to-end customer experience. Come join CE&S and help us build a future where customers come to us not only because we provide industry-leading products and services, but also because we provide a differentiated and connected customer experience.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we help customers and partners resolve their issues quickly, prevent future problems from occurring, and demonstrate new ways to achieve more from their Microsoft investment.

Our customers are facing new and complex challenges keeping their data protected and secure while leaning more heavily on hybrid and cloud solutions to do so. Our newest CSS organization - Security, Compliance, Identity and Management (SCIM) - was created to further enable our commitment to our company’s collective Security strategy and our ability to handle these critical customer needs from start to finish.

As the SCIM Relationship Manager you will be responsible for developing customer relationships and processes to reduce escalations and instill confidence. This role will work across our lines of business and greater CSS organization to drive alignment and scale, ensuring we are providing a quality and consistent experience for our customers, while proactively looking for ways to improve and optimize.

This role is flexible in that you can work up to 100% from home.

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.

Responsibilities

Reactive Escalation Management

• Identifying blockers, providing guidance and working with account teams and area business and support leads, to drive escalations to closure
• Lead customer confidence calls and ensure executives are fully prepared beforehand
  
  

Process Improvement -

• Align with peers across CSS teams on key initiatives like EscalateNow, executive escalation management, etc.
• Create analysis and identify trends to reduce customer escalations and issues
• Partner with delivery and supportability leads to initiate efforts on major repair items
• Develop and provide coaching to managers on best practices in managing escalations and delivering customer confidence calls.
• Partner with area business partners and area support leads to build a process and channel for customer escalations
  
  

Qualifications

Required/Minimum Qualifications

• 10+ years technical consulting, IT administration, support, project management, customer success management, or related work
• OR Bachelor's Degree or higher AND 6+ years technical consulting, Information Technology (IT) administration, support, project management, customer success management, or related work
• OR equivalent experience.
  

Other Requirements

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.

Additional Or Preferred Qualifications

• 10+ years of direct field experience in a customer-facing role.
• Prior support delivery experience and/or familiarity; sales experience is a plus.
• Comfortable communicating with C-level executives and/or senior-level leadership during critical escalations.
• Knowledge of Microsoft Cloud/ Security technologies
• 5+ years of work experience in program management, process management, or related field.
• Presentation skills with internal/external senior leadership.
  
  

Onboarding Management IC5 - The typical base pay range for this role across the U.S. is USD $112,200 - $194,800 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $142,200 - $213,200 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

#CES #CSS #SCIM

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.