Director of Area Support at Microsoft

, , United States -

Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

0.0

Posted On

25 Oct, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Crisis Communications, Incident Management, Technical Leadership, Executive Communication, Customer Engagement, Problem Solving, Collaboration, Relationship Management, AI Technology, Customer Success, Support Experience, Trust Building, Orchestration Skills, Service Incident Management, Decision Making, Support and Engineering Coordination

Industry

Software Development

Description

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world. As a Director of Area Support also referred to as the Area Support Lead, you will own Crisis Communications for your Area and liaise with the C-Suite of Microsoft’s most strategic customers, acting as a trusted advisor and partner for your Area’s Leadership (CVP/AVP/GM). You’ll be the Incident Commander and Technical leader during a Service Incident or large-scale event, coordinating key leaders and decision makers across our Support and Engineering Organizations. You’ll have executive-facing communication skills to restore confidence, and partner with the customer’s Account Team to prevent a recurrence through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes. 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 are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Principal Support Escalation Manager, you will provide a managed incident management experience for top-tier customers, partners, and/or internal group support. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and orchestration skills, and deepening your relationship management expertise. 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

As a Director of Area Support, you will own Crisis Communications for your Area and act as a trusted advisor for your Area’s Leadership. You will coordinate key leaders during Service Incidents and work with the customer’s Account Team to improve the support experience.