Jobs for People with MS: National MS Society

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.

Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s Threat Protection technologies helps businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment. In SCIM Security and Compliance, we actively work to secure every digital experience of our customers through industry-leading customer support.

This is for an M2 job leading our support teams in EMEA delivering support for Threat Protection, products under the Microsoft Defender brand. It is a regional focused M2 role with global outreach and impact.

This role is flexible in that you can work up to 100% from home.

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

• People Management: You lead teams of product experts that solve complex customer technical issues by practicing leadership principles, enabling a culture that drives accountability, and attracting/ retaining great people.

• Response and Resolution: You act as an escalation point for customer issues that are politically charged and with technical or financial complexity. You enable teams to effectively manage the customer relationship by removing roadblocks and helping prioritize technical issues at a global level.

• Readiness: You proactively analyze group readiness strategy and lead collaboration with global readiness, engineering and product teams to ensure your organization has the technical skills required to provide a great customer experience

• Product/Process Improvement: You drive the partnership with internal groups to ensure aggregated customer feedback is considered to influence and drive product quality improvements.

• Business Integration: You establish the engagement strategy to promote effective collaboration with other teams and organizations to enable a great customer experience.

• Direct customer engagement: this role has strong direct connection with customers, handling executive escalations and hosting customer confidence calls.

Qualifications

Required Qualifications:

• Hands-on multi years experience in delivering operational excellence, delivery management, account management, sales, or vendor management experience in Technical Support operations.

• Must have experience in the management of managers.

• Must have worked in a global entity delivery complex solutions in a time bound manner.

• Experience in cybersecurity domain will be preferred.

Language Qualification:

English Language: confident in reading, writing and speaking.

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. Consistent with applicable law, 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 and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .