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
Champion security-first execution: Drive 100% adoption of security-enhanced processes and tools (including CSS Secure Future Initiative), validate compliance through ongoing reviews, and reinforce security culture in day-to-day operations.
Own field engagement and readiness: Educate CSU and field teams on how to proactively and reactively engage CSS, including escalation paths; run an always-on training cadence; publish and maintain Area/OU plans to address top support pain points and improve readiness over time.
Lead Renewal Assist program execution: Ensure timely triage and renewal-win planning, engage the right resources, partner with account teams through renewal dates, and produce win/loss analysis—especially where reactive support risk impacts renewals.
Lead customer engagements and escalation management: Prioritize Upper Major customers; lead confidence calls and executive-level engagements to restore trust; coordinate CSS, engineering and CE&S resources; act as the voice of the field on support offering effectiveness and contract right-sizing.
Improve customer health and resiliency: Partner with CSU leadership to build and execute plans that improve customer health signals (e.g., MIRP, ZR, Priority Recommendations, Reactivity Health) for priority customers; drive measurable improvements and share best practices across the team.
Develop technical and AI-first capability: Complete required training on time, maintain a development plan, build deep technical skills, complete AI-900 certification, and apply AI in at least two aspects of the role to improve customer outcomes.
Contribute to service improvement: Participate in ACT/CSS improvement initiatives that measurably improve support experience; document and share quarterly success stories and recognize partners and peers.
Qualifications
- Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience
- OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
- OR 9+ years technology industry, customer service, or related experience
OR equivalent experience
Preferred Qualifications
Bachelor’s Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement OR equivalent experience
7+ years of experience in customer success and/or customer support, business operations, change management and project management.
Executive maturity, organizational agility and strong impact and influence competencies, with experience working on global teams.
Ability to work effectively across groups (business and functions) in a fast-paced work environment, influencing without authority and driving work through others.
This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
