Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Responsibilities
Identification and Prioritization
- Identifies patterns in data sources, incorporates new data sources, and prioritizes issues and risks for moderate to highly complex products. Leverages external information (e.g., web, blogs, reviewers, telemetry) to validate and synthesize data into action (e.g., create new diagnostic and telemetry, tools, product changes); collaborates with delivery team to identify issues and risks.
- Performs reviews of multiple feature areas and assesses the potential risk to the customer experience. Proposes and validates potential resolutions for user or product experience.
- Partners on more advanced automated solutions, workflows, readiness, and/or process improvements (e.g., bots, Machine Learning, diagnostic tools) for delivery teams and/or customers.
- Partners with engineering leadership to identify opportunities for new features, tools, or capabilities in products/services. Identifies opportunities for new features, tools, or capabilities in products/services.
Presenting Issues and Risks
- Uses a data-driven approach to communicate the customer story to a variety of audiences (e.g., customer support services leadership, engineering leadership) and issues/impact with engineering partners.
- Serves as a subject matter expert and trusted advisor to the product group for moderate to highly complex products.
Mitigation Management
- Anticipates issues, assesses impact, identifies and implements mitigation solutions for their area of focus and measures mitigation impact to customer experience across issue lifecycles and geographies. Identifies mitigations used across all areas of focus, including cross-products/programs, and recognizes elements that are appropriate to apply to their area of focus. Partners with engineering teams to drive mitigation and implement solutions. May reach out to third parties to address when their respective product/changes impact Microsoft customers.
- Identifies issues from previous versions and ensures that issues are addressed in future versions.
- Communicates issues, status, mitigation options, and trends to relevant stakeholders and tailors messaging to a broader audience; reports the impact of mitigation on operational metrics (e.g., customer satisfaction, cost) and analyzes feedback to drive further improvement in customer experience.
- Collaborates bi-directionally with engineering on customer issues or suspected customer issues in effort to guide engineering on how customers will see the issue, their reactions, and questions for a broader audience.
Opportunities
- Analyzes the experience, the voice of the customer, and delivery team at a market and/or company level to identify new opportunities to drive customer loyalty and return on investment (ROI). Raises opportunities to stakeholders for sponsorship, reviews experiences of other business units or competitors, and identifies ways to incorporate into their strategies to drive continuous improvement and growth in current and future products/versions. Finds supportability efficiencies between related products and technologies at Microsoft.
Data
- Utilizes data from backend and product data. Collaborates across SBU/Engineering team to merge data. identifies new and innovative ways to analyze data and trends; leverages and/or builds dashboards with Customer Service and Support (CSS) and Engineering by filling requests, identifying data pulls that they need, etc.
Taxonomy
- Serves as data steward across product lines to ensure they take a consistent approach, strategically forward thinking, and accurate.
Other
Qualifications
Required/Minimum Qualifications
- 8+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
- OR Bachelor's Degree in Computer Science, Information Technology, Business, Social Science, Marketing, Communications, or related field AND 5+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis)
- OR Master's Degree in Computer Science, Information Technology (IT), Business, Social Science, Marketing, Communications, or related field AND 4+ years related work experience (e.g., technical/customer services, technical/customer support, business process operations, product development/management, product marketing, business or product strategy, technical consulting, data analysis).
Additional or Preferred Qualifications
- 7+ years technical support-related call center experience.
- 5+ years marketing or product experience (e.g., engineering).
- Experience converging data from multiple data sources - datawarehouses, streams, MDS, azure tables/blob store and other ad-hoc sources.
- Experience supporting an Azure service
Soft Skills:
- Leadership - handle technically challenging and politically hot customer situations, including the appropriate use of all available resources, communicate effectively with Support teams and engineering on complex technical issues
- Strong communications skills - Excellent spoken and written English communication skills
- Cross-team collaboration
- Logical and Critical thinking
- Passion for technology and customer support
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.
