Relationship Manager

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**:
Positively impact customer satisfaction by:

- Managing Premier Customers’ and Partners’ Critical Situation incidents to ensure that the CritSit process is being followed and any need of escalation is addressed.
- Delivery of a high-quality customer and partner experience through timely and effective response to internal and external customer needs; owning active Critical Situations.
- Delivering a high-quality customer and partner experience through timely and effective resolution of customer’s issues in the quickest way possible.
- Expanding internal visibility of Premier Customers’ Critical Situations by managing complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during afterhours.
- Identifying systemic issues and flagging process breakdown during the execution of the CritSit Process.
- Stepping up to take on challenges by acting as Crisis Manager in catastrophic outage situations.
- Pursuing proactive actions to help prevent future issue.
- Leading project and working group to improve process and tools.
- Establishing / Maintain Relationships
- Collaborating effectively with the customer and internal groups to solve customer issues and improve business processes in the quickest way possible.
- Actively participating on projects initiatives owned by CMET
- Providing CritSit reporting to allow businesses to make better decisions.

**Qualifications**:
Proficiency in spoken and written English is required.
- Minimum 5 years of working experience in a customer-oriented position of which a minimum of 2-3 years in technical role would be desirable
- Ability to work non-standard hours, weekends and public holidays is required.
- Bachelor’s Degree with major in Computer Science or Information Technology is preferred.
- ITIL and PMP certification is desirable.
- Passion and interest in enhancing the customer experiences and experience in direct customer interaction.
- Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
- Exceptional organizational skills to manage effective escalation within different Microsoft departments.

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