Do you want to play a significant role in Microsoft’s success transforming itself into a cloud first technology leader? Are you passionate about customers, process improvement and operational excellence? Does the challenge of overcoming obstacles that others perceive as insurmountable excite you? If so, look no further than this opportunity within the Azure Business Operations team.
We are seeking a talented, driven and experienced PM to provide support to our key Azure customers, partners and sellers. In this role you will execute on a “customer first” strategy with accountability for assessing non-technical support escalations to solve the most challenging usage, reporting, billing and cost management problems our customers face. You will be responsible for troubleshooting, analyzing, escalating, documenting and communicating to the various stakeholder communities as appropriate for each escalation.
Additional responsibilities include regular communications and driving deep dives with some of our top consuming Azure enterprise customers, providing them insight into new features and helping them understand their consumption and invoices. You will also collaborate frequently with the Azure Subscription Management Support team with a focus on process improvement and training for the frontline support team.
Come help us transform to be the dominant leader in this market.
KEY ACCOUNTABILITIES: In this program manager role, you will be accountable for driving customer satisfaction by taking responsibility for and ensuring issues are fully resolved.
- Manage customer/partner escalations
- Manage internal field sales escalations
- Manage vendor resources
- Manage and verify resolution of externally escalated issues
- Manage enterprise customer relationships in relation to usage and charges
- Identify gaps and drive process improvement in the support process
- Document support training guidelines
This role has a high degree of visibility and requires someone with strong executive presence that can communicate clearly and effectively with all levels of customer employees and internal stakeholders.
KEY LEADERSHIP/PERSONAL ATTRIBUTES:
- Seize opportunities by having a passion for the customer and drive for value creation
- Ability to remain effective under stress and respond to pressure in a manner acceptable to others and to the organization
- Relationship building skills, maturity, high degree of self-confidence
- Customer-oriented
- Strong multi-tasking aptitude in order to manage multiple issues/projects in a fast-paced environment
- Strong leadership skills with proven ability to deliver results without direct influence
- Strong cross-group communication, collaboration, negotiation, and leadership skills
- Strong verbal and written communication skills
- Highly organized, with great attention to ensure required details are not overlooked
- Results and action oriented – make sure the job gets done on time
BASIC QUALIFICATIONS - BS / BA degree or equivalent
- 5+ years of relevant business experience
- 3+ years proven, complex project/program management experience
- Native Japanese or JLPT Level 1 certification for non-natives
Additional Preferred Qualifications - Prior Microsoft experience
- Prior Experience in a customer support role
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
