Post-Sales Program Manager

Microsoft

Location: Atlanta, Georgia, Charlotte, North Carolina, Irving, Texas, Issaquah, Washington, Redmond, Washington, Seattle, Washington

Job Type: Full time

Posted

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

With over 17,000 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.

Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

Connected Customer Support Experience delivers connected support experiences to our customers to gain and keep their trust.

As part of the Connected Customer Support Experience (CCSE), the GetHelp Post-Sales Seller Support team intakes and resolves cases related to Commerce and Volume Licensing across all Microsoft products in support of the Commercial Field Sales organization to allow them to focus more on selling and less on post sales activities. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future.

The Post-Sales Seller Support Team (PSSST) Relationship Manager is responsible for maintaining the relationship with stakeholders, and planning and delivering future program growth and improvement. Occasionally working as a SME resource for Tier 1 Relationship Managers and also handling customer/partner escalations directly. Handling escalations directly will require direct customer interaction with the goal of identifying and resolving issues, while ensuring they are resolved within established guidelines/policies. These escalations are some of our most challenging and difficult customer issues and will at times require dealing with highly sensitive customers and situations.

PSSST Relationship Managers are highly motivated people with empathy, passion, integrity, and a knack for investigation, problem solving & quality communication skills. Relationship Managers represent Microsoft by providing world-class service and displaying our core principles in all their work.


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

Stakeholder Engagement

Define, deploy, and govern the commercial field post-sales support experience while executing strategies to improve the field's experience navigating and managing support issues.
Collaborate closely with global stakeholders to ensure customers have the best experience possible, while identifying cross org process improvements for both internal and external customers.

Function as an enabler and shared service partner across CSS to drive improvements to non-delivery functions (operations, programs, insights, tooling, communications strategy, and change management). Partner with and influence other organizations to drive strategies to advance the customer support experience.

Operational Accountability

Drive the strategy around process governance and accountability left to right across the business to create consistency and efficiencies at scale in order to deliver a best in class support experience.

Participates in key knowledge creation for the delivery (Wiki, processes, etc.)

Drives awareness of program requirements, outcomes and changes across regions and roles

Ensures consistency in delivery across regions and roles

Drives tools or process changes, signs off on important delivery related initiatives that involve or impact the program in any significant way.

Owns reporting definition and creation for program success. Input into delivery reporting.

Collaborates with the delivery to land changes, create training and tools access. Owns new scope training / tool package definition (ie: what tools, what training contain).

Acts as a subject matter expert for moderate to highly complex (e.g., longer running issues or more sensitive issues) escalation issues for Tier 1 Relationship Managers.

Process Improvement

Identifies systematic issues and process breakdowns. Creates strategy for process improvements and leads project or workgroup to improve internal processes.
Creates an executive summary detailing the customer issue, impact on the business, and status of the resolution.

Analyzing data to identify patterns in customer issues and identify strategies to resolve reoccurring issues.

Communication

Drives conference calls or meet on-site to manage customer and field expectations around response and resolution and represent the company. Ensures senior leaders stay informed on the response and resolution status of customer issues. Communicates and influences internally to drive resolution.
Develops and maintains relationships with stakeholders, internal teams, partners, and senior leadership.

Customer Resolution

Collaborates with various internal and external teams to resolve customer issues. Communicates with customers to understand their issues and improve their experience. Mentors’ others on Support Escalation Management team. Leads projects to drive key strategic initiatives.
Leads inter-regions or cross-group initiatives to improve customer support experience for a group of customers or a specific region/area.
Provides status updates to customers on moderate to highly complex issues over the phone or through email regarding issues following documented process.
Leads strategic projects designed to improve resolution times, customer satisfactions, and increase efficiency.
Identifies and drives opportunities within team and across stakeholder groups in postmortem discussions to remediate future issues.

Collaboration

Collaborates, leverages relationships, and influences engineering teams and/or operations teams to identify the right technical resource and ensures the right groups are engaged to resolve highly complex customer issues.
Owns escalated issues and manages customer incidents to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution. Mentors other Support Escalation team members on how to handle moderate to highly complex cases.

Qualifications

Required/Minimum Qualifications

  • 5+ years technology industry, customer service, or related experience
    • OR Bachelor's Degree in technology, business, or related field AND 3+ years technology industry, customer service, or related experience.
  • 2+ years of Microsoft Commerce/Volume Licensing experience
  • Experience working with and presenting to Senior Leadership.
  • Collaborative team player with strong stakeholder management skills.

Additional or Preferred Qualifications

Experience working with Microsoft products and services. Specifically Azure.
Information Technology Infrastructure Library (ITIL) Foundation Certification.
Technical support experience (M365, Azure, on-prem / server technologies) or Partner Program (CSP, MPN).
Ability to identify short term mitigation and propose options for longer term resolution.
Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
Ability to manage and work within ambiguity to reach a successful outcome.
Ability to influence and build relationships in an international environment.
Inquisitive and proactive, actively identifying new problems to resolve.
Escalation management & Critical situation handling

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.

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.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.

The salary for this role in the state of Colorado is between $108,200 and $162,200.

At Microsoft, certain roles are eligible for additional rewards, including annual bonus and stock. These awards are allocated based on individual performance. In addition, certain roles also have the opportunity to earn sales incentives based on revenue or utilization, depending on the terms of the plan and the employee’s role.

Benefits/perks listed here may vary depending on the nature of your employment with Microsoft and the country where you work.US-based employees gain access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and fitness benefits, among others

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