Director of Area Support

Job Description

OverviewWith more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products.

Join CE&S and help us accelerate AI transformation for our customers and the world. As a Director of Area Support also referred to as the Area Support Lead, you will own Crisis Communications for your Area and liaise with the C-Suite of Microsoft’s most strategic customers, acting as a trusted advisor and partner for your Area’s Leadership (CVP/AVP/GM). You’ll be the Incident Commander and Technical leader during a Service Incident or large-scale event, coordinating key leaders and decision makers across our Support and Engineering Organizations. You’ll have executive-facing communication skills to restore confidence, and partner with the customer’s Account Team to prevent a recurrence through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes.

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 AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.

In the Customer Service & Support (CSS) organization we are looking for people with a passion for delivering customer success. As a Principal Support Escalation Manager, you will provide a managed incident management experience for top-tier customers, partners, and/or internal group support. This opportunity will allow you to accelerate your career growth, honing your problem-solving, collaboration and orchestration skills, and deepening your relationship management expertise.

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.

QualificationsRequired/minimum qualificationsMaster’s Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR Bachelor’s Degree in technology, business, or related field AND 8+ years technology industry, customer service, or related experience OR 11+ years technology industry, customer service, or related experience OR equivalent experience. Experience with Crisis Management to lead crisis simulations and engage in well-architected and resiliency discussions, and C-Suite communication experience to engage key customers in industry-relevant technology conversations at a senior level, with support from engineering and Customer Success leaders.

Cloud Technology Certification (Azure Fundamentals. M365 Fundamentals). Additional or preferred qualificationsMaster’s Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience OR Bachelor’s Degree in technology, business, or related field AND 13+ years technology industry, customer service, or related experience OR 16+ years technology industry, customer service, or related experience OR equivalent experience.

Project management experience. Experience working with Microsoft products and services. Advanced Cloud Technology Certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies.

Knowledge and understanding of Unified Deal Construction preferred. Fluency in reading, speaking, writing Korean. Support Escalation Management IC6 – The typical base pay range for this role across the U.

S. is USD $130,900 – $277,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $165,600 – $303,600 per year.

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