SUPPORT DEL MGR (CRITSIT)

Provide critical situation management support for English and mandarin speaking customers. The CritSit Management and Escalation Team (CMET) is part of the Global Business Support (GBS) Organization under Customer Service and Support (CSS). The CMET team owns the overall CritSit Process. The team works across Services, EPG, and Business groups ensuring all the parts are compliant with the process and ensuring 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. Some examples of Premier customers include government, financial, Partner IT, and fortune 500-1000 companies. The CritSit Manager role is part of the CMET Execution Team and will assist with managing Critical Situations (CritSits) across all technologies. Their primary focus is to meet customer needs by effectively managing internal and external resources and communication across all stakeholders involved in the respective CritSit, including Software+Services Customers. The Execution Team provides 24x7, 365 days a year after- hours coverage for Premier by managing our Enterprise and Partner clients most severe business impacted issues, identifying internal failings and driving positive change. Given the nature of the business, this position does require extreme adaptability and flexibility to work outside of standard business hours, including evenings, weekends, and some holidays. These situation are often accompanied by a significant amount of ambiguity, therefore candidates must possess strong skills in adaptive-thinking, decision-making, and interpersonal awareness. Furthermore, strong leadership skills are of great value/importance, as-is proactive/leading communication styles. This CritSit Manager role is part of the Global CMET Execution Team and will assist with managing Critical Situations across all technologies. The focus is to meet customer needs by effectively managing internal and external resources, and communications across all stakeholders/groups involved on a CritSit. This CritSit manager role requires bilingual skills (Mandarin and English) with a strong focus on Chinese customers. This position will be staffed 5 days a week (M-F) to handle the afterhours Chinese business. Local (US) shift hours coverage could be early morning or late afternoon. Core Position Duties: Address high priority customer’s escalations needs, for critical and high-visibility problems impacting Microsoft’s strategic Premier customers (Critical Situations) and Partners. Manage customer high priority issues in both customer On-premise and Microsoft Multi-tenant environments. Participate in a 24x7 scheduling-model to provide timely, reliable and high-quality response to complex customer escalations on behalf of the Premier Technical Account Manager (TAM). Provide mentor assistance to Premier and CSS regarding the CritSit process when and as required to ensure successful execution. Interface with various groups both internally and externally to Microsoft, to drive resolution up to and including the executive level as necessary. Thoroughly maintain and update all communications related to all owned Critical Situations via CritSit tool, Long Runner Process, Crisis Communications, etc. Position Responsibilities Positively impact customer satisfaction: Manage 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. Expand internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during after-hours. Identify systemic issues and flag process breakdowns during the execution of the CritSit Process, and work to address and correct future occurrence. Communicate effectively with international customers and internal stakeholders both written and verbally. Partner with Premier and travel to customer sites for highest level crisis engagements if requested. Establish / Maintain Relationships within GBS, PFE, and Premier Collaborate effectively with internal groups to solve customer issues and improve business processes in the quickest way possible. Participate as SMEs on projects and initiatives owned by CMET. Represent CMET on various projects and initiatives within GBS and Premier. Conduct Internal Post Mortems and provide Process breakdown reporting to CSS, PFE, and Premier alignments. Perform Data Collection / Volumes and trend analysis on CritSits for specific alignments within GBS and Premier. Negotiation with other stakeholders to define and ensure appropriate resources are engaged in incidents Position Requirements Must speak, read, and write Mandarin. Must speak, read, and write English. Provide critical situation management support for English and mandarin speaking customers. Must have the ability to work non-standard hours and shifts (including evenings and some holidays). Must show passion and interest in enhancing the customer experience and have minimum 3-5 years proven experience in direct customer interaction (Customer and Partner Advocacy). Must show proven problem solving skills. Must be able to multi-task, set priorities, and have the ability to work multiple hot customer issues at the same time. Must have proven excellent interpersonal, written and verbal communication skills; 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. Must have exceptional organizational skills to manage effective escalation within different Microsoft departments. Must show proven ability to effectively lead and influence actions across the group and organization (cross-group collaboration and leadership skills). Must be customer oriented, and have strong negotiation skills. Must be action oriented, and have a proven ability to drive issues to resolution on behalf of the customers. Must have a broad knowledge of Microsoft products, programs, policies, process, and tools. 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Job ID 860644 Location United States, United States - Non Location Specific Job Category Customer Service & Support Division Services & Support