Customer Success Lead

hace 10 horas


San José, San José, Costa Rica Microsoft A tiempo completo

About the Role

At Microsoft, we are committed to empowering every person and organization on the planet to achieve more. Our culture is centered around embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day. We believe in creating life-changing innovations that impact billions of lives worldwide.

The Customer Experience and Success (CEnS) organization within Microsoft is responsible for designing and implementing the end-to-end customer experience. This newly expanded organization reflects our ambition to be known as a customer experience company, ensuring our mission to empower every person and organization is enabled by delighting customers and consistently exceeding their expectations.

We are looking for an intellectually curious and customer-obsessed Support Engineering Manager who has a demonstrated track record in building high-performing teams through effective leadership. As a Support Engineering Manager, you will focus on building and leading a team of engineers to provide a positive support experience for our customers.

Responsibilities:

  • People Management: Deliver success through empowerment and accountability by modeling, coaching, and caring. Model - Live our culture; Embody our values; Practice our leadership principles. Coach - Define team objectives and outcomes; Enable success across boundaries; Help the team adapt and learn. Care - Attract and retain great people; Know each individual's capabilities and aspirations; Invest in the growth of others.
  • Response and Resolution: Ensure customers stay informed about the status/solution of their issue and manage customer relationships. Monitor tickets of direct reports and delivery units to ensure resolution. Use tools and strategy to monitor team performance and serve as the first line of management escalation. Track resolution speed and remove roadblocks preventing issues from being resolved.
  • Readiness: Analyze group readiness strategy proactively to ensure the team has the correct readiness plan and executes it for new and existing technologies and feature releases. Provide feedback to the global readiness team to ensure they have the appropriate readiness strategy and build material. Create Microsoft role guides and ensure Technical Support Engineers have attended compliance trainings.
  • Product/Process Improvement: Ensure the team understands the product feedback cycle and proper coding of customer cases for compliance. Identify resources needed to resolve bugs and drive visibility of the product bug to ensure timely engagement and/or action. Implement processes for responding to and resolving issues.

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