Microsoft is on a mission to empower every person and every organization on the planet to achieve more. Our culture is centered on embracing a growth mindset, a theme of inspiring excellence, and encouraging teams and leaders to bring their best each day. In doing so, we create life-changing innovations that impact billions of lives around the world. You can help us to achieve our mission.
With over 15,000 employees worldwide, the Microsoft Customer Experience and Success (CEnS) organization is responsible for the strategy, design, and implementation of the Microsoft end-to-end customer experience. This newly expanded organization reflects the Microsoft ambition to be known as a customer experience company, ensuring our Microsoft mission to empower every person and every organization on the planet to achieve more is enabled by delighting customers and consistently exceeding their expectations in every interaction through a connected customer experience.
Microsoft has a tremendous opportunity to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth. The CEnS organization is looking for people with a passion for delivering customer success to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.
Support Escalation Engineers (SEE) serve as Senior technical leaders for Microsoft customers and partners, via phone, email chats, forums and web. They deliver value by collaboratively solving customer problems, providing proactive support advice, promoting product quality and enhancements, and creating self-help assets to broadly reach more customers. SEEs contribute to the success of others through mentoring peers, delivering one-to-many education and advising Managers on the development of the Team.
The strong suit of an SEE is in employing problem isolation techniques, assets, and product knowledge to solve problems. They investigate and solve highly complex technical issues requiring expert product or service knowledge. They act as a subject matter expert regarding product , configuration and will often employ sophisticated troubleshooting tools such as analysis of event logs, component traces, and performance traces to resolve customer issues. SEEs collaborate with experts from across the business, including our Development Teams.
Do you want a strategic role which showcases your technical acumen and business knowledge of Dynamics Finance & Operations, and focuses on helping improve the overall end-to-end Customer Experience?
This role requires superior communication and presentation skills, and the ability to influence and partner with F&O engineering teams to help build a better solution for our customers. Proven and demonstrated Dynamics F&O product expertise and business solution process acumen are a must for this role.
In this role, you serve as a feature expert between Dynamics Support, Support delivery leadership and Product Engineering team plus a variety of other key stakeholders that influence and impact our customer’s experiences. Your common interactions will include dialog w/ support teams and leadership, engineering PM’s and developers and senior leadership within Microsoft, in addition to our Customers and Partners on a frequent basis. There will be a strong focus on helping to simplify and unify the Customer and Engineer experience.
The ideal SPM can proactively spot trends in our incident data and apply analytics to help surface key product trends and / or deflection opportunities which will lead to reducing incidents per day. This position will also identify opportunities in improving the support delivery experience driving an enhanced customer experience.
Job qualifications:
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5 years of Dynamics 365 Finance and Operations to include AX 2012, 2009 and lower (required) focused in the Finance areas for this product
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Demonstrated project management experience
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Passion for technology and improving overall product quality.
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Strong customer focus, excellent communication skills, and the ability to work in a fast-paced team environment.
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Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
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Excellent analytical, problem resolution and decision-making skills
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Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
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Strong and demonstrated experience of Office productivity tools such as Word, Excel, PowerPoint
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Courage and conviction to drive decisions and defend positions as appropriate.
An ideal candidate would also possess the following skills:
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A strong understanding of the Microsoft support delivery business and demonstrated ability to effectively collaborate with key partner & CSS business owners.
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Experience and confidence in working with senior leaders to achieve common goals.
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SQL Server query language
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Kusto/Kusto Explorer language
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
Job responsibilities:
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Drive partnership and collaboration partnering closely with Dynamics product engineering, support leadership and other supportability efforts to effectively change and improve the product and support experience.
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Analyze, define, and communicate support experiences that align with business, product roadmap, and Customer experience objectives. This includes gathering and defining requirements, conducting feasibility assessments, and forecasting for different scenarios and driving improvements into support delivery.
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Build, maintain and teach Dynamics 365 Finance and Operations Supportability BI data supporting the global management teams to empower deeper analysis of product trends.
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Build and maintain detailed Customer journey / scenario documentation.
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Assist in identifying key support readiness scenarios though partnership w/ Service Delivery leadership and stakeholders.
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Represent CSS and the customer experience in R&D meetings, potentially up to the CVP level. Triages, spec reviews, operational quality meetings, and design discussions are common.
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Effectively plan and execute collaborative engagements with key stakeholders in CSS and R&D.
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Review product specifications on future product releases and collaborate with CSS readiness on targeted work items
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Collaborate with CPE product quality leads to help drive issues into R&D and to ensure maximum Support Readiness functions for product launches.
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Drive regular updates to key stakeholders to ensure risks are caught early, plans are build, and ownership is assigned to proactively address issues before they build into broader issues within the Customer base.
KNOWLEDGE, SKILL AND EXPERIENCE REQUIREMENTS
3+ years of Power Platform experience (required)
Demonstrated project management experience
Passion for technology and improving overall product quality.
Strong customer focus, excellent communication skills, and the ability to work in a fast-paced team environment.
Self-motivated and independent thinker that routinely translates circumstances and understanding into actions that move the business forward in a measurable manner.
Excellent analytical, problem resolution and decision-making skills
Disciplined program management and cross-group skills, including the ability to get what you need from others while working around their own legitimate priorities.
Strong and demonstrated experience of Office productivity tools such as Word, Excel, PowerPoint
Courage and conviction to drive decisions and defend positions as appropriate.
An ideal candidate would also possess the following skills:
A strong understanding of the Microsoft support delivery business and demonstrated ability to effectively collaborate with key partner & CSS business owners.
Experience and confidence in working with senior leaders to achieve common goals.
SQL Server query language
Kusto/Kusto Explorer language
Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form.
Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.
