With over 18,000 employees worldwide, the Microsoft Customer Experience & Success 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.
Customer Service & Support
Within CE&S, the Customer Service & Support 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.
Applications & Infrastructure
Applications & Infrastructure - the largest and fastest growing group in CSS - provides Microsoft's commercial customers with timely technical expertise to address their business-critical challenges and partners with them to advance global, cross-cloud solutions that enable their people and empower the world.
Support Engineering Manager
As a Support Engineering Manager you will lead a team or group of Support Engineers with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.
Flexibility
This role is flexible in that you can work up to 80% from home.
Microsoft's Mission
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.
Qualifications
- 7+ years operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 5+ years operational excellence, delivery management, account management, sales, or vendor management experience.
- 3+ years experience of managing people.
Desirable Experience
- Strong customer service, communication, and interpersonal skills
- Ability to set and communicate team and individual goals and communicate strategy, tactics and behaviors required to achieve those goals.
- Flexibility and ability to adapt to ambiguous and changing situations
- Ability to manage high pressure situations
Language Qualification
- Japanese Language: fluent in reading, writing and speaking.
- English Language: confident in reading and writing; moderate spoken English skills
Responsibilities
- People Management: You lead a team/group of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/retaining great people.
- Response and Resolution: You manage the customer relationship with regards to Technical Support and acting as an escalation point for Support Engineers to remove roadblocks and help prioritize technical issues at a global level.
- Readiness: You ensure your team has the technical skills required to provide a great customer experience and you collaborate with engineering/product teams to fill document gaps regarding new and existing technology.
- Product/Process Improvement: You communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
- Business Integration: You identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience.
Benefits
- Industry leading healthcare
- Educational resources
- Discounts on products and services
- Savings and investments
- Maternity and paternity leave
- Generous time away
- Giving programs
- Opportunities to network and connect
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Shinagawa Microsoft Full timeOverview · 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 c ...
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