Azure Escalation Team Business Program Manager

In SMC and Digital Sales, we have set out with the purpose to empower our customers through the unique value of the Microsoft cloud by building a globally-led, digital-first scale organization aligned with partners. Dedicated to one of the fastest growing customer segments, the Small, Medium, Corporate (SMC) and Digital Sales organization is committed to delivering the global digital scale engine for our business-- this is where you come in.

As part of local subsidiaries or Digital Sales centers around the world, you will support a dedicated set of customers in identifying and achieving their business objectives through best-in-class digital engagement and partner co-selling. You will also have an opportunity to work cross-collaboratively while living our shared SMC and Digital Sales Culture priorities: Diverse and Inclusive, Wellbeing, Sustainability, Giving and Learning. If you have been described as customer obsessed and have a passion for digital-first solutions, we invite you to learn more about the SMC and Digital Sales organization and the value we deliver to our customers, partners, and one another, every day.

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.   

Required Qualifications: 

• • • Associate's degree AND 2+ year(s) experience working with stakeholders in a project or program 
    • OR Bachelor's Degree AND 2+ year(s) experience working with stakeholders in a project or program 
    • OR equivalent experience. 

Preferred Qualifications: 

• • • Customer service and demonstrated customer advocacy  
    • Project management and problem-solving skills with ability to multi-task and prioritize across different priorities  
    • Proven effectiveness collaborating and communicating effectively across groups  
    • Strong written and verbal communication skills  

The Billing and Support Azure Escalation team was established to provide extra support for customers who are experiencing billing and support challenges. In this role you will help triage issues and work across different internal teams to identify a successful path towards resolution in a timely fashion. You will engage directly with Customer Success Architects and end customers where applicable to keep them updated on the current status of their issue as well as any next steps. You will also work to analyze trends emerging and categorize and document with the goal of building a recommendation to remediate.  Core responsibilities include: 

• Triage open support cases based on criteria including days open, spend, and account profile
• Build an escalation path for issues not getting resolved in a timely fashion
• Act as a central liaison between Customer Service and Support, Global Finance, Engineering and other internal teams as applicable to drive for case resolution
• Work cross-functionally to remove key blockers, streamline communications, and clarify decision points within active cases
• Communicate key updates to our internal stakeholders
• Triage high impact customer scenarios for proactive escalations
• Identify opportunities to mitigate support issues through Customer Success team through improved customer experiences and communications
• Work to aggregate and summarize common issues for executive reviews to drive corrective actions
• Contribute to and/or lead on additional strategic projects as business needs arise