Workgroup's Purpose
The Critical Situation Management Execution Team is part CSS reporting into the same reporting line as our Supportability Program team. The overall CMET team works across Services, as well as EPG and the business groups, with the ultimate goal of reducing critical situations (CritSits) that occur in our customers' Data Center environments.
The CMET Execution Team will assist with managing CritSit/Crisis situations across all technologies ensuring that their primary focus is to meet Customer needs by effectively leveraging internal and external Executive level resources and technical communities as required. The Execution Team provides 24x7, 365 days a year after hours coverage for Premier by managing our Enterprise and Partner clients most severe business impact issues, identify internal failings and driving positive change.
The work that will be done across the CMET organization will drive an increase in Services revenue through the assessment and remediation work required, and a decrease in technical support operating costs by improving the overall health of the customers' environments. Ultimately, this will drive an increase in the customer satisfaction with Services and Microsoft products.
Job's Purpose
This role's purpose is to:
Participate in 24x7 Coverage schedule for the management of CritSit Cases, providing timely, reliable and high-quality response to complex customer escalations of critical and high-visibility problems impacting Microsoft's enterprise customers and partners.
Provide mentor assistance regarding the CritSit process when required to ensure successful execution.
Position will interface with various departments within the Customer and Partner to drive resolution, up to the executive level as necessary.
Responsibility/Activity 75%
Positively impact customer satisfaction by:
Delivery of a high quality customer and partner experience through timely and effective Response to internal and external customer needs; owning active Critical Situations.
Deliver a high quality customer and partner experience through timely and effective Resolution of customer's issues in the quickest way possible.
Expand internal visibility of Premier's Customers Critical Situations by managing of complex, mission critical, or politically hot Premier customer situations, including Enterprise Accounts and Partners during after hours.
Establish / Maintain Relationships 15%
Interface with various departments within Microsoft to drive the adoption of the CritSit Process.
Collaborate Effectively to solve internal/ external customer issues and improve business processes in the quickest way possible
Provide CritSit reporting to allow businesses to make better decisions
Conduct Internal Post Mortems 10%
Results
What business results is this position accountable for? What are the key initiatives and challenges facing this position over the next 6 months to 3 years?
Business Results: Customer Satisfaction and CritSit reduction driving Customer Health
Key Initiatives and Challenges: Drive adoption of the CritSit Process across the different MS business units; Interface with Global organizations (departments) within Microsoft to manage and resolve escalation issues raised by Premier Customers during a CritSit case; Identify issues and collaborate to improve business process around CritSit.
Position scope
In what ways and levels does this position affect Microsoft: department-wide impact, division-wide impact, domestic only, worldwide, etc.?
Worldwide - effecting the Support organization for Microsoft including CSS, Premier, and PFE.
Decision making
What are the key decisions that this job makes? What is the importance/impact of these decisions? On what decisions would this job need to defer to its manager or client?
Escalation and flagging process breakdowns in our areas of the business. The CritSit Manager is the escalation point of contact for Premier Customers during after hours acting on behalf of the Technical Account Manager and must be willing to work shifts and participate in rotations to ensure availability 24x7. Position is responsible for determining the best approach for resolving escalations that will yield the desired turn-around time and optimal customer solution. In addition, during business hours the team acts as a mentor for the TAM.
The position is accountable to make decisions regarding MS resources engagements to drive effective Resolution of customer's issues in the quickest way possible. Also responsible for manage the escalation up to Microsoft executive level to provide effective responses to internal and external customer needs. Those decisions directly affect the customer perception of Microsoft Support Services - customer satisfaction.
The management and client team should be involved on the decision that involves for example, cost to the client, legal liability, and security risks. Management is also consulted as needed on highly complex or sensitive issues.
Strategy and Development
To what extent is the position responsible for the strategy, design, development, rollout or implementation of programs, products and/or services?
Participating as a Subject Matter Expert
What procedures and methods for performing this position have been established? If none, explain the role this position has in developing new procedures and methods.
Full process and tool training available
People Management
How many MS direct reports does the position have? What are the job functions, titles, and levels of the direct reports? What kind of supervision and direction does this job give them? Does the job have review responsibility?
None
How many contractors and vendor relationships does this position manage? What is the overall annual budget for both the contractors and the vendors managed by this position?
None
Communication
Business Relationships
What other internal communication/business relationships does this position have with management,
direct reports, peers and positions outside immediate work group? What is the purpose/type of communication: data collection, negotiation, status reports, etc.? Process breakdown reporting to CSS, PFE and Premier, Data Collection / Volumes on CritSits; Post Mortem investigation for CritSit Cases; Negotiation with other stakeholders to define and ensure appropriate resources are engaged in incidents
What type of external communication/business relationships does this position have with vendors, partners, press and etc.?
The CritSit Manager position should interface with partners involved on the resolution of a customer Critical Situation up to the executive level if it is necessary.
What key stakeholders (positions, departments, and business functions) does this position rely on to achieve its goals? What key stakeholders does this position impact?
CSS, PFE, Premier and CMET
What education is typically required for the job?
Preferred
High School
Associate's Degree
Bachelor's Degree (B.S./B.A.)
MBA
Master's Degree
Jurist Doctorate
Ph.D.
Professional Training and Certification
ITIL Foundation and MOF essentials would be an advantage.
Knowledge, Skills, and Abilities
Ability to work non-standard hours and shifts is required.
Passion and interest in enhancing the customer experiences and have 3-5 years experience in direct customer interaction.
Problem solving skills required
Excellent interpersonal, written and verbal communication skills; This position requires the ability to use assertive, positive and effective communications skills (written and oral) to market thoughts and ideas, work effectively across multiple management levels up the executive level as necessary.
Exceptional organizational skills to manage effective escalation within different Microsoft departments.
Candidate must have the ability to effectively influence and lead actions across the group and organization (cross-group collaboration skills).
Customer oriented, and strong negotiation skills
Candidate must be action oriented, demonstrate ability to drive issues to resolution on behalf of the customers.
Broad knowledge of Microsoft products, programs, and policies.
Apply Now Email: jobs@aarenconsultants.in Resume or CV with job Post Title
