דרושים Support Escalation Management ב-Microsoft ב-Taiwan, Taoyuan City

This new& Program LandingProgram Manager rolefunctions to deliver strategic programs and transformation initiatives across SE&O Asia.As theATU Enablement & Program Landing Program Manager, you willbe responsible fordesigning, operationalizing, and managing strategic programs aligned to fiscal year priorities, while also owning thelanding model. You will partner closely withAsia andThis role requires strong program management, cross-functional collaboration, and the ability to lead at scale across people, processes, and technology. You will act as a thought leader, coach, and orchestrator—energizing teams, removing roadblocks, and enabling business and cultural transformation.

• , Marketing, Computer Science, or related field, or equivalent experience.

• 5+ years in marketing, program management, cloud services, or related sales roles.

• Strong understanding of Microsoft sales processes, cycles, and best practices.

• Demonstrated ability to design and execute programs with measurable business impact.

Program Management & Execution

• Design, operationalize, and manage enablement programs aligned with SE&O Asia and ATU priorities.

• Lead planning and orchestration of cross-functional programs, ensuring alignment with One Microsoft priorities.

• Establish robust project management practices and execution plans,leveragingdata tomonitorperformance and mitigate risks.

• Serve as a program subject matter expert and liaison between field and corporate teams.

Transformation &Program Landing

• Own theAsiachange strategy and plan, including fiscal year planning and in-year initiatives.

• Develop and execute the landing model for SE&Oinmarket

• Partner with Asia& Areachangev-teams to scalelast-mileexecution and adoption.

• MCEM,program strategies and provide feedback for optimization.

• Partner with field leadership to ensure consistent communication, readiness, and alignment on shared outcomes.

• Build andmaintain

Insights, Feedback & Sales Enablement

• Leverage data and insights tomonitorprogram performance and inform sales strategy.

• Establish feedback rhythms with field and corporate teams to drive continuous improvement.

• Drive adoption of solution plays by integrating sales and marketing efforts across segments.

• Engage with the partner ecosystem to amplify program impact and support execution.

• Bachelor's Degree in related field AND 8+ years' experience in project management

• OR equivalent experience.

• Project Management Professional (PMP) certification.

• 4+ years financial management experience.

• Agile certification, Scrum Master, Agile Certified Practitioner (PMI-ACP), or Professional Scrum Master One (PSM1) certification.

• Drives and maintains obligations to customer across the delivery lifecycle including envisioning, solution development, delivery planning, cloud consumption and usage, delivery management. Leads or participates in steering committee meetings with strategic customers to discuss progress toward delivery success.

• Contributes to consumption activities, through others (e.g., Customer Success resources), for customers by identifying blockers to consumption goals and enabling customers, through internal teams, to get the full value of their purchases. Holds accountability for project delivery forecast.

• Collaborates with Sales to support contract setup, signature, compliance, and execution from deal approvals to invoicing and closure. Manages areas of fiscal responsibility within project portfolio, staying within budget while driving engagement profitability and risk management.

• Supports relationships with key stakeholders in the customer portfolio to ensure service delivery is on track and issues are being anticipated, identified, and managed. Communicates current view of delivery to customer stakeholders, as appropriate.

• Engages with customer stakeholders to develop partnerships, leveraging broad technical expertise. Manages escalations or ensures resolution of escalations with customer stakeholders through tailored corrective action (e.g., education) and overcomes ambiguous situations as needed. Learns to leverage project sponsors and internal network to influence stakeholders and resolve situations.

• Drives customer satisfaction by engaging with customers stakeholders in a positive manner, reviewing and analyzing customer feedback, and leveraging trusted relationships with key internal resources to act as the voice of the customer. Manages expectations with political sensitivity by leading Success Expectation discussions with customer, and documenting, executing, and monitoring through customer and partner experience (CPE).

• Adheres to project compliance standards (e.g., confidentiality, privacy) and requirements of the contract and accommodates customer compliance standards, including managing compliance-related complexities (e.g., high sensitivity to confidentiality). Champions compliance by contributing to knowledge sharing across teams to build compliance capability of others.

• Orchestrates and oversees a broad range of project metrics on midsize to large projects with high visibility (e.g., Vice President-level). Proactively ensures adherence to key performance indicators (KPIs) and provides strategic direction to drive success throughout project lifecycle.

• Proactively manages risks and issues within projects of standard complexity, leveraging technical knowledge and previous experience to evaluate risks, perform qualitative analyses (e.g., probability, impact, urgency), create risk management plans, establish processes, and work with cross-functional groups and leaders to mitigate identified risks. Contributes to recovery efforts and ensures tools are updated. Manages issue closure as a high priority.

• Ensures timely completion and quality of deliverables (e.g., documents) and tracking of agreed upon metrics for projects of standard complexity by applying quality management techniques (e.g., benchmarking, interviews) for collecting data. Uses analyses to identify solutions to systemic issues.

• Discusses and confirms Microsoft change control processes at kickoff with customer. Anticipates changes and proactively addresses by probing to ensure change can happen smoothly early in the process. Tests process before initiating formal change.

• Manages finances for projects with mid-size to large scopes and budgets by balancing funding and resources across workstreams, performing analyses, and leveraging cost management experience and expertise. Aims to reduce cost and improve delivery margin without impact to quality or customer experience and understands impact of decisions on the broader business (e.g., profits and losses [P&L], accrual-based accounting).

• Manages stakeholder communications on project health, issues, and financial performance for mid-size to large deals throughout entire project lifecycle, tailoring communications to the audience. Tracks and maintains customer deliverables.

• Demonstrates accountability for the financial health of a project or program (e.g., revenue attainment, accurate forecasting, cost management, and utilization, skills, and capacity planning). Identifies opportunities to accelerate and drive consumption and delivery. Owns and drives backlog risk management. Drives incremental business on top of existing projects and programs through next step proposals, conducts customer discussions related to next stage proposal (NSP) and other opportunities. Engages in the pursuit cycle to ensure deals are structured appropriately. Supports and contributes to rhythm of business (ROB) and Chief Financial Officer (CFO) forecasting.

• Looks for or creates opportunities to maximize timely cloud consumption through current deliveries. Identifies new opportunities with customers and facilitates follow up conversations with customers on Consumption both strategically and operational, and to accelerate delivery or prevent delivery delays.

Required Qualifications:

• 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
• OR a Bachelor's degree in Computer Science, Information Technology (IT), or related field AND 3+ years operational excellence, delivery management, account management, sales, or vendor management experience
• OR equivalent experience
• 2+ year(s) of people management experience

English Language: fluent in reading, writing and speaking.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

• People Management: You lead a team of product experts that solve complex customer technical issues by practicing leadership principles, driving accountability and attracting/ retaining great people.
• Response and Resolution: You manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers to remove roadblocks.
• Readiness: You ensure your team has the technical skills required to provide a great customer experience.
• Product/Process Improvement: You ensure your team understands the product feedback cycle and participate in case triage meetings. You identify the right resources to implement automation or tools.
• Business Integration: You establish engagement strategy to promote effective collaboration across other teams and organizations to enable a great customer experience.

As a member of thethroughout thecross sellengines together with the SMand the Digital Salesported th. This role is flexible in that you can work up

Required Qualifications

• 5+ years of technology-related sales or services sales or account management experience
  • OR Bachelor's Degree in Information Technology, Business Administration, or related field AND 4+ years of technology-related sales or account management experience.OR equivalent experience
• Language fluency in Japanese

Additional or Preferred Qualifications

• 4+ years of solution sales or consulting services sales experience

• 4+ years of support solution delivery experience

• Strategic thinking & execution. Ability to develop sales and business strategy options, while also being able to successfully execute complex opportunities.

• Excellent Communicator. Strong negotiation, organizational, presentation, financial acumen, written, and verbal communication skills.

• Performer. A highly driven person who consistently exceeds goals and expectations and has the ability, characteristics, and determination to compete effectively against skilled and diverse competition.

• Collaborative. Work cohesively with members of the Microsoft sales & services field, Microsoft partners, and Microsoft corporate sales, engineering, and marketing to solve customer and partner issues, leverage best practices, & deliver results.

• Growth Mindset. Ability to overcome and work around problems that are inevitable in rapidly growing businesses – positive approach to problem solving, learning, and development.

• Sales Execution
• Acts as a thought leader across solution areas to advise customers across business functions on digital transformation, drive robust deployment and create business value for customers by identifying and facilitating the removal of blockers to consumption by partnering with internal and external stakeholders
• Scaling & Collaboration
• Drives the sales orchestration to proactively ensure deal closure by identifying and aligning internal stakeholders as well as leveraging and expanding relationships with account team.
• Technical Expertise
• Lead BDM and ITDM conversations, while leveraging and sharing competitor knowledge across solution areas as a subject matter expert to inform decisions on pursuit or withdrawal.
• Sales Excellence
• Manages the end-to-end sales and delivery success of the assigned territory; conducts forecasting for accounts and develops a portfolio and territory plan to drive intentional selling aligned with strategic priorities aimed at maintaining levels of client satisfaction.

Required/minimum qualifications

• Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ years of technical support, technical consulting experience, or information technology experience OR 3+ years of technical support, technical consulting experience, or information technology experience.

Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.

Technical Support Engineering IC3 - The typical base pay range for this role across Canada is CAD $69,600 - CAD $130,900 per year.

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Required Qualifications:

• Bachelor's Degree in Computer Science or related technical field AND 4+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or Python OR equivalent experience.
• 4+ years of software development and engineering skills proficiency.
• 3+ years of complex problem-solving and design skills, along with exemplary interpersonal and communication abilities, as a collaborative team player.
• 2+ years of focus on correctness, high availability, performance, and automation.

Other Requirements:

• Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings:
  • Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire/transfer and every two years thereafter.

• Collaborates with appropriate stakeholders to determine user requirements for a scenario.
• Drives identification of dependencies and the development of design documents for a product, application, service, or platform.
• Creates, implements, optimizes, debugs, refactors, and reuses code to establish and improve performance and maintainability, effectiveness, and return on investment (ROI).
• Leverages subject-matter expertise of product features and partners with appropriate stakeholders (e.g., project managers) to drive a workgroup's project plans, release plans, and work items.
• Acts as a Designated Responsible Individual (DRI) and guides other engineers by developing and following the playbook, working on call to monitor system/product/service for degradation, downtime, or interruptions, alerting stakeholders about status and initiates actions to restore system/product/service for simple and complex problems when appropriate.
• Proactively seeks new knowledge and adapts to new trends, technical solutions, and patterns that will improve the availability, reliability, efficiency, observability, and performance of products while also driving consistency in monitoring and operations at scale.