포지션 상세
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. The Area Business Partner (ABP) drives a security-first, customer-obsessed support experience by strengthening field readiness, leading critical customer engagements, and partnering across Customer Service & Support (CSS), the Customer Success Unit (CSU) and Engineering to protect and grow revenue. This role owns execution of key programs, including Renewal Assist, translates support strategy into Area/OU operating plans, and improves customer health and resiliency for our customers.
• Lead Renewal Assist program execution: Ensure timely triage and renewal-win planning, engage the right resources, partner with account teams through renewal dates and assist in deal shaping, ensuring that customers have the right offerings to ensure their success.
• Lead customer engagements and escalation management: Lead confidence calls and executive-level engagements; coordinate CSS, engineering and CE&S resources to ensure escalated issues are resolved; act as the voice of the field on support offering effectiveness and contract right-sizing.
• Improve customer health and resiliency: Partner with CSU leadership to build and execute plans that improve customer health signals, including reactivity, major incident response plans, proactivity and resiliency; drive measurable improvements and share best practices.
• Get Healthy Plans: Own and orchestrate segment/customer/partner plans, partnering with CSS stakeholders to ensure correct actions are identified and implemented; know the systemic issues within the Area and plan appropriate repair items in line with CSS ongoing or planned initiatives.
• 7+ years of experience in customer success and/or customer support, business operations, change management and project management
• Executive maturity, organizational agility and strong impact and influence competencies, with experience working on global teams
• Ability to work effectively across groups (business and functions) in a fast-paced work environment, influencing without authority and driving work through others
주요업무
• Own field engagement and readiness: Educate CSU and field teams on how to proactively and reactively engage CSS, including escalation paths; educate field teams on strategic initiatives, AI adoption and relevant business results; run an always-on training cadence; publish and maintain Area plans to address top support concerns and improve readiness over time.• Lead Renewal Assist program execution: Ensure timely triage and renewal-win planning, engage the right resources, partner with account teams through renewal dates and assist in deal shaping, ensuring that customers have the right offerings to ensure their success.
• Lead customer engagements and escalation management: Lead confidence calls and executive-level engagements; coordinate CSS, engineering and CE&S resources to ensure escalated issues are resolved; act as the voice of the field on support offering effectiveness and contract right-sizing.
• Improve customer health and resiliency: Partner with CSU leadership to build and execute plans that improve customer health signals, including reactivity, major incident response plans, proactivity and resiliency; drive measurable improvements and share best practices.
• Get Healthy Plans: Own and orchestrate segment/customer/partner plans, partnering with CSS stakeholders to ensure correct actions are identified and implemented; know the systemic issues within the Area and plan appropriate repair items in line with CSS ongoing or planned initiatives.
자격요건
• Bachelor's Degree in Business, Operations, Finance or related field AND 8+ years work experience in program management, process management, process improvement OR equivalent experience• 7+ years of experience in customer success and/or customer support, business operations, change management and project management
• Executive maturity, organizational agility and strong impact and influence competencies, with experience working on global teams
• Ability to work effectively across groups (business and functions) in a fast-paced work environment, influencing without authority and driving work through others
