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About the Role
As a Service Manager, you will act as a trusted advisor to clients, similar to their Chief Operating Officer, leading operational challenges and critical incident responses to ensure business continuity and enhance service quality. You will collaborate with diverse internal and external stakeholders to drive process improvements and elevate operational quality, playing a crucial role in supporting long-term customer success. This global role offers significant impact and career growth opportunities within Microsoft.
Responsibilities
- Manage escalated customer and partner issues as the primary contact.
- Act as an internal expert for resolving complex, sensitive, or escalated issues.
- Build and maintain relationships with internal and external teams and senior leaders to resolve customer issues.
- Lead strategic projects to improve resolution times, customer satisfaction, and the overall support experience.
- Coordinate resources proactively and build relationships to identify opportunities within the team and across stakeholder groups for postmortem remediation.
- Leverage cross-team relationships to remove roadblocks and establish protocols for customer issue resolution.
- Own escalated issues and manage account-aligned customer incidents to identify and remove barriers.
- Influence process improvement efforts with a global perspective, ensuring existing processes do not hinder customer issue resolution.
- Manage customer and field expectations regarding issue response and represent the company independently.
- Ensure customers and Microsoft internal stakeholders are informed about issue response and resolution status.
- Communicate and influence internally to expedite issue resolution.
- Identify and build strategic relationships with internal teams, partners, and senior leadership to resolve complex issues.
- Surface team feedback and drive cross-functional collaboration to identify and resolve systematic issues.
- Create strategies for process improvements and lead projects or workgroups to enhance internal processes.
- Review postmortem executive summaries to identify patterns in customer issues and create strategies for resolving recurring or sensitive issues in partnership with leadership.
- Own and lead relationships with outsource vendors to resolve issues and foster positive cultural and behavioral changes.
Requirements
- Master's Degree in technology, business, or related field AND 4+ years technology industry, customer service, or related experience OR Bachelor's Degree in technology, business, or related field AND 6+ years technology industry, customer service, or related experience OR 9+ years technology industry, customer service, or related experience OR equivalent experience.
- Business level proficiency in Japanese and English is required.
- Ability to meet Microsoft, customer and/or government security screening requirements.
- Must pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.
Skills
- Project management experience.
- Experience working with Microsoft products and services.
- Cloud Technology Certification (Azure Fundamentals, M365 Fundamentals).
Location
- Japan
Work Type
- Full-time
Experience Level
- Senior
Education Level
- Master's Degree
- Bachelor's Degree
About the Company
- MCAPS-Core accelerates customer outcomes and business growth by uniting product, engineering, marketing, sales, customer success, and partners around a common customer mission to help customers realize value faster and turn innovation into measurable business impact.
- We differentiate through value creation, delivering world-class, AI-powered customer experiences that accelerate adoption, strengthen loyalty, and create sustainable competitive advantage, driving growth that outpaces the market.
- The Asia Technical Services organization will land Customer Support priorities including being the local incident commander for large-scale events and high-impact outages, drive in region quality requirements, deliver incident management, service management and assess regional support needs.
- Microsoft’s mission is to empower every person and every organization on the planet to achieve more.
- As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.
- Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Equal Opportunity
- Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.
- If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.