Overview
MCAPS-Core accelerates customer outcomes and business growth. By uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission, we help customers realize value faster and turn innovation into measurable business impact. Through deep technical expertise and differentiated go-to-market execution, we win competitively, capture market share, and scale repeatable growth motions. We differentiate through value creation - delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
Within MCAPS - Core, 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 Senior Support Escalation Manager Service Manager, you will be the primary contact managing escalated customer and partner issues. This opportunity will allow you to accelerate your career growth, hone your problem-solving, collaboration and orchestration skills, and deepen your relationship management expertise.
The Senior Support Escalation Manager Service Manager is positioned and aligned with our customers as Chief Operating Officers within the account, strategically placed to ensure that we have the appropriate level of engagement to support and drive the customer’s reactive support landscape and improve operational health. I work with some of the world’s largest companies, public sector depts and not for profit organizations pursuing strategic activities, utilizing Microsoft technologies to modernize their business.
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
Account Escalation PartnerOwns the reactive support experience for a defined set of strategic or mission critical accounts, often funded directly by the customer. Acts as the primary escalation and crisis contact for those accounts, orchestrating internal and external stakeholders Customer Success Account Managers [CSAMs], engineering, incident managers, legal/PR, executives to resolve high impact issues while representing the customer’s business impact. Proactively assesses account risk, maintains and tests incident res
