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.
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.
We are looking for an individual who is a service delivery focused subject matter expert. You will be responsible for frontline engineer or delivery partner support staff technical readiness and process compliance.You will provide in-depth technical & subject matter expertise for one or more products, services, or scenarios all while driving delivery excellence in a collaborative environment to achieve superior customer outcomes.
Your primary accountability is to the support staff and managers on the teams you work with. This opportunity enables and promotes career growth as a recognized technical SME.Responsibilities
Managing day to day (relationship) results with Outsourced Delivery Partners – ensuring Microsoft sales and retention targets are met / exceeded
Drive Delivery Partner performance via operational levers e.g. training & quality, as well as owning & tracking any get to green plans
Driving results through collaboration and innovation with both Delivery Partner and internal stakeholders
Identify and remove sales blockers, across all aspects e.g. process, procedure blockers
Manage complex customer escalations to resolution, taking live volumes and using insights learned to help prevent future escalations
Proactive in identification & prevention of issues through Delivery Partner feedback, process review, performance analysis & readiness
Monitor customer and partner satisfaction – making recommendations and adjustments required to exceed targets
Continue to keep pace of Microsoft solution developments & how they apply to and positively impact customer across varying industries using this knowledge to:
Provide insights from customer to internal stakeholders also offering feedback relevant to marketing that will help better enhance sales
Help develop knowledge and understanding of Microsoft solutions amongst our delivery Partners
Review and provide gap analysis to both Delivery Partner and internal stakeholders on overall sales lifecycle experience
Smooth implementation of tools, trainings and processes – ensuring operational risks are identified and mitigated
Engage with Delivery Partner and internal sales teams on mission critical operational escalations
Provide subject matter expertise on tools, readiness and processes to internal stakeholders
Qualifications
Hands on experience with sales/pre-sales or customer retention, minimum 3 years
Deep operational experience working with Delivery Partner's day to day
Proven experience in resolving customer and Delivery Partner issues
Ability to collaborate and build relationships with internal stakeholders and vendors/Delivery Partners
Understanding of Microsoft solutions & how businesses apply them
Experience of working across different industry segments
Ability to identify opportunities for improvement in performance and processes
Analytical skills and Drive Results through Influencing, including leveraging Copilot agents
Has exceptional verbal and written communication skills
Self-motivated, independent thinker who can deal with ambiguity
Previous experience with services delivery desired
Business level Japanese and English
This position requires submitting a resume in English. The interview will also be conducted in English
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
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 with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
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