Support Escalation Manager
Core
Manage escalated customer and partner issues, acting as an internal expert to resolve complex, sensitive, or longer-running problems while driving process improvements.
Role type
Senior Support Escalation Manager
Builds
Seamless support experience for consumers, businesses, and partners using Microsoft products and services
Domain
Technology / Customer Success / Cloud Services
Deliverable
client delivery
Required skills
C-level stakeholder management, incident and escalation management, vendor relationship management, process improvement, strategic project leadership, problem-solving, collaboration, orchestration
Preferred skills
Experience with Microsoft products and services, Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals)
Technologies
Microsoft Cloud, Azure, M365
Responsibilities
Resolve longer-running and sensitive escalated issues; lead strategic projects and mentor less experienced managers; develop written protocols for issue resolution; identify and remediate recurring roadblocks; manage customer and field expectations; lead relationships with outsource vendors; review retrospective summaries to resolve recurring issues.
Seniority
Senior, hands-on IC with mentorship responsibilities