Oversee service delivery operations for assigned Customers, ensuring high-quality service and customer satisfaction through implementing and routinely refining policies, standards, and procedures.
Monitor ticket interactions to ensure all customer concerns are addressed and resolved to the customer's satisfaction.
Establish relationships with key customers and stakeholders and resolve customer escalations effectively and in a timely manner.
Collaborate with internal departments to exceed customer expectations, using feedback to enhance service delivery processes.
Lead renewal discussions with customers and manage the renewal process through completion.
Ensure compliance with all company policies and procedures, as well as legal and regulatory requirements.

Requirements

3+ years working in a direct Customer support role - preferably in a global organization.
3+ years of experience delivering Microsoft services.
Bachelor’s degree or equivalent knowledge and work experience.
3+ years of experience working with incident and request management processes, including Service Level Agreements.
Demonstrated expertise in creating and delivering business reviews and presentations for customers, including analysis of key performance metrics, identification of growth opportunities, and clear communication of value propositions.
Ability to travel for all-hands office meetings or events.
Current Microsoft 365 Fundamentals, Azure Fundamentals certification, or any advanced Microsoft certification is preferred.

Benefits

Health, wellness, and financial benefits to offer peace of mind to you and your family.
Continuous professional growth and leadership opportunities.
World-class facilities and the technology you need to thrive – in our offices or yours.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportincident managementrequest managementService Level Agreementsbusiness reviewsperformance metrics analysisvalue proposition communication

Soft Skills

customer satisfactionrelationship buildingproblem resolutioncollaborationleadershipeffective communication

Certifications

Microsoft 365 FundamentalsAzure Fundamentals