Principal Support Escalation Manager
Microsoft
Principal Support Escalation Manager
New York City, New York, United States
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Overview
With 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 the Principal Support Escalation Manager 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 recurrences through the Customer Engagement Plan to improve and shape the support experience, acting with urgency to produce the best possible outcomes.
This role is flexible in that you can work up to 100% from home.
This role is required to be on-call during shifts which will include nights and weekends.
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.
Qualifications
Required/Minimum Qualifications
11+ 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 Master's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience
- OR equivalent experience.
- 5+ years of experience working with Microsoft products and services.
- 3+ years of customer engagement experience (both reactive and proactive) including relationship management for large Enterprise customers.
Additional or Preferred Qualifications
16+ 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 Master's Degree in technology, business, or related field AND 10+ years technology industry, customer service, or related experience
- OR equivalent experience.
- Project management experience.
- Crisis Management and C-Suite communication experience.
- Advanced Cloud Technology Certification levels such as Level 200 and 300 certifications in Microsoft Cloud Technologies (Azure Fundamentals. M365 Fundamentals).
- Knowledge and understanding of Unified Deal Construction.
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.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until August 11, 2025.
Responsibilities
Customer Resolution
• Required to be on-call during shifts which will include nights and weekends and available to take ownership of escalations to Senior Leaders, liaising between the customer and Senior Leaders across organizations within Microsoft.
• Acts as a subject matter expert on best practices to support the customer experience.
• Leads strategic projects designed to improve resolution times, customer satisfaction, and support experience. Provides examples and direction to prioritize efforts to prevent and reduce escalations/crises.
Collaboration
• Leverages relationships across Area CSU, Support and Product Groups to remove roadblocks. Establishes and oversees the development of written protocols to ensure customer issues are resolved. Identifies reoccurring roadblocks across the Area and escalates as needed.
• Owns escalated issues and manages Area-escalated customer crises to identify and remove barriers. Ensures existing processes are not a blocker to customer issue resolution and influences the direction of process improvement efforts with a global perspective. Acts as an expert and provides guidance to Support Escalation team members on how to handle moderate to highly complex cases.
Communication
• Identifies and builds strategic relationships with internal teams, partners, and communications with senior and executive leadership to resolve issues that are complex in scope.
• Leverages precision questioning techniques to understand the pain points of the customer experience during Crisis and then proactively addresses the People/Process/Technology blockers identified.
• Customer engagement – both reactive (emergency) and proactive (sponsorship). Confidence calls after outage. Involved in service incident (SI) aka outage Crisis and non-outage crisis for specific, strategic customers
Process Improvement
• Support Area and regional leadership and collaborate with the Area Business Partner to identify systematic issues and leads process improvement efforts to ensure continuous improvement Recommend process improvements and support the Area Connected Reactive Support forums with identified actions.
• Crafts and executes executive summaries and identifies patterns across customer issues. Creates strategies to resolve reoccurring or highly sensitive issues in partnership with Area, Support and Product Group leadership.
• Own Service Incident or crisis response and management in the Area (before, during and after) – ensure understanding of Field roles and responsibilities. Accountable for ensuring the area is trained.
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