Customer Success Lead

hace 20 horas


San José, San José, Costa Rica Microsoft A tiempo completo
About Microsoft:
Microsoft empowers every person and organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, inspiring excellence, and encouraging teams and leaders to bring their best each day.

In pursuit of this mission, we create life-changing innovations that impact billions of lives worldwide. As a key player in our Customer Experience and Success (CEnS) organization, you will help us deliver exceptional customer experiences across every interaction.

The CEnS organization comprises over 15,000 employees worldwide, responsible for strategy, design, and implementation of Microsoft's end-to-end customer experience. This expanded organization reflects our ambition to be known as a customer experience company, ensuring our mission is enabled by delighting customers and consistently exceeding expectations through connected experiences.

We have an exciting opportunity for a Support Engineering Manager to join our team You will lead a high-performing team of engineers, ensuring our support teams provide positive experiences for our customers. Your focus will be on building and leading a team that is responsive to customer needs, effectively partners with stakeholders, and drives change to enhance the customer experience.

Responsibilities:
  • Nurture a strong Microsoft culture within your team, promoting Model, Coach, and Care principles.
  • Attract, develop, and retain top talent, focusing on delivering results through teamwork, modeling Microsoft values, and providing guidance and coaching.
  • Manage day-to-day support operations, fostering collaboration with other technology teams to improve customer experiences.
  • Position your team for success by maintaining focus on fundamentals such as case load management, throughput, and resolution.
  • Assure team members are ready for challenges, possessing technical skills, soft skills, required training, and cultural initiatives.
  • Establish connections across CSS and externally to influence and improve team effectiveness.
  • Contribute to product, technology, service, solution, and process improvement, driving CSS and division-led programs and initiatives at the team level.

Requirements:
  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience.
  • 5+ years of people management experience.
  • Fluency in English, reading, writing, and speaking.
  • Ability to meet Microsoft, customer, and/or government security screening requirements.

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