Business Program Manager

Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.

With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

**Responsibilities**:**
Communication & Leadership**

As a key influencer and advocate for the customer, you will build strong relationships with internal and customer-facing stakeholders. In partnership with the Customer Success Account Manager (CSAM), you will be the trusted central commander within the Reactive Support Management space.

You will showcase confident leadership and communicate in a timely and professional manner while driving reactive support request health. This will include direct interactions with customers to gather the business impact of support requests, to provide status updates on case progress, and to coordinate actions to improve health in at-risk or unhealthy support requests.

In this role, there is a unique opportunity to identify and champion process, tools, and service delivery program improvements. Through your work, you will help to influence continuous improvement and a more connected customer experience.

**Incident Management**

Support Request Reviews - Using internal tools and analytical skills, you will identify cases that require action. You will determine the best course of action to maintain healthy support request progression and resolution through consideration of customer-specific knowledge. You will develop the ability to anticipate risk related to customer-specific workloads and solutions and take mitigation action where required.

Escalation Management - Using internal tools and analytical skills, you will identify cases that require action. You will engage to coordinate appropriate actions both internally and externally to drive cases to resolution.

Critical Situation Management - During business hours, this role will support the active management of select critical situation support requests

Expectation setting - You will help to mitigate relationship risk through proactive expectation setting.

**Problem Management**

Support Requests Trends - Using internal tools, automation and analytical skills, you will identify and confirm the root cause of support requests and categorize them following a defined standard. These insights will help you and the account team to understand opportunities to maximize the value of the customer’s Premier or Unified Support agreement through the use of proactive services to drive Operational Health improvements. Specifically, this role will be responsible for identifying trends and partnering with Customer Success Account Managers (CSAMs) to build recommendations for customers.

Reporting and Business Intelligence - You will leverage purpose-built tooling and standard reporting to support your understanding of support request volume and trends. This information will serve to support customer conversations and various incident/problem management activities.

**Qualifications**:**
Knowledge, Skills and Abilities**
- Strong problem solving skills with the ability to influence and motivate others
- Excellent written and verbal English communication skills, including ability to interface with executive stakeholders
- Develops and maintains good working relationships with others. Recognizes different values and styles, and respects others' unique characteristics or strengths.
- Customer-centric and curious; consciously seeks to understand desired customer outcomes and advocates on their behalf
- Action-oriented, strong understanding of and ability to articulate customer’s sense of urgency
- Acts confidently in uncertain circumstances and seeks to bring develop clarity
- Takes well thought-out action to achieve a specific impact
Applies sound, balanced judgement during high impact and urgent situations

**Required/Minimum Qualifications**
- Experience in a technical support, service delivery, or consulting role
Experience with service delivery management for Federal Government customer IT organizations

**Additional or Preferred Qualifications**
- Computer Science, Information Technology, or related field
- Intermediate (200+ level) knowledge of Microsoft products and services