Director, Support Engineering Management
Microsoft
Bucharest, Bucharest, Romania
3 zile în urmă

Do you have a passion for customers? Do you thrive in a fast-paced environment? Do you love creating trusted relationships that provide opportunities to support and improve the lives of others, influencing and collaborating to drive change and improvements for our customers?

If you answered yes’ to all three questions, then a role in Customer Service & Support (CSS) may be for you!

The CSS organization is the epicenter of customer interactions, supporting all products and services across our entire Microsoft ecosystem and all customer audiences.

We are constantly transforming our delivery operations as we support our customers’ most complex and business critical applications and solutions.

As we work to create a more connected customer experience across Microsoft we are focused on developing Connected Support Delivery (CSD).

CSD is a customer-centric support delivery model for our most important commercial customers. As part of CSD, CSS Customer Aligned support resources work with other account aligned resources CSAMs) from across Microsoft to improve customer support health.

There are two types of CSS resources, Customer Aligned Managers (CAMs) who are Support Engineering Managers aligned to our most strategic accounts and Customer Aligned Engineers (CAEs) who are support engineers providing deep technical expertise on specific customer issues.

The Regional CSS CSD Lead is a newly created role in the CSS Customer Aligned Team, designed to provide a regional level of virtual leadership for CSS Customer Aligned Support.

There are 3 Regional CSS CSD leads supporting the Americas, APAC & EMEA who are responsible for the virtual customer focused structure that overlays the existing CSS technology focused organization.

These roles will report into the Global CSS CSD Lead and will work closely with their regional peers and the CSS Area / Organizational Unit leads.

We are looking for exceptional individuals who can lead by influencing, have a deep passion for customers and improving their support experience and can build strong relationships with key stakeholders.

Responsibilities

The Regional CSS CSD Lead is responsible for the success of CSS CSD Customer Aligned Support functions for their region.

This is a shared responsibility with the CSS Area & OU Leads.

In this role you will engage with CSS leadership and management, stakeholders, and senior executives to :

  • Be the CSD point of contact in region for CSS leadership.
  • Lead the regional deployment of the CSS CSD Customer Aligned Support Manager and Engineer Capabilities.
  • Work with the Area & OU leads to develop the regional Customer Aligned Support community to be successful.
  • Support and enable the virtual CSS CSD organization consisting of Area & OU leads who are responsible for CSD execution and stakeholder relationships.
  • Own regional and area CSD customer reviews focusing on critical customers. This includes aligning with existing ROBs or setting up new structures.
  • Join regular CSS CSD Exec reviews representing the region.
  • Partner with the Regional BEM Leaders.
  • Support Area & OU Leads in field and customer connections as required.
  • Own the CSS Critical Care process for customers in region, coordinating with the stakeholders as needed.
  • Ensure consistent execution of CSD, across technology, in region.
  • Contribute to the development of CSS CSD.
  • This position requires significant cross-group collaboration, excellent written and verbal interpersonal skills, and the ability to drive collaborative discussions across the CSS and CE&S business with key stakeholders and executives.

    Experience in matrixed organizations and in shared accountability models is highly advantageous.

    Qualifications

    As the Regional CSS CSD Lead, you will need to be a high-energy, highly collaborative, strategic thinker and self-starter.

    You will need an aptitude for seeking creative solutions to multifaceted problems and have a strong attention to detail.

    You must have a demonstrated ability to work effectively to drive resolution to complex problems. An ability to meet deadlines in a fast-paced, dynamic environment is a requirement.

    You must have a demonstrated ability to work with and influence customers and leaders to resolve customer pain points.

    In addition, the ideal candidate should possess the following qualifications :

  • Proven experience of customer facing services / support
  • Deomonstrared experience of people management with potential for future growth as a people leader
  • Experience of working in a matrixed / virtual organization
  • A real passion for servicing customers
  • Critical thinking (long term, preventative risk mitigation) and orchestration of complex support planning
  • Consistent track record of driving strategy and influencing senior leaders
  • Strong social, cross group collaboration, program management, time management and negotiation skills
  • Evident industry knowledge and experience with end-to-end customer support
  • Ability to handle, track and communicate a multitude of details at many organizational levels for multiple customers and relay status promptly
  • Strong written and verbal communication skills
  • The ability to work well in any situation under pressure and meet tight deadlines
  • Adept at working with other groups to identify and improve processes
  • Ability to deliver tough messages diplomatically and quickly drive toward solutions to problems
  • Proven ability to design and balance strategic priorities against tactical needs
  • Education

  • Bachelor’s degree in business administration, computer science or related field
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