Microsoft Azure Escalation Team Business Program Manager 

Ireland, Dublin 

906644790

Required Qualifications:

• • • Associate's degree AND2+ year(s) experience working with stakeholders in a project or program
    • ORBachelor's DegreeAND2+ year(s) experience working with stakeholders in a project or program
    • OR equivalent experience.

Preferred Qualifications:

• • • ustomer service anddemonstratedcustomer advocacy
    • Project management and problem-solving skills with ability to multi-task and prioritize across different priorities
    • Proven effectiveness collaboratingand communicatingeffectivelyacross groups
    • Strong written and verbal communication skills

The Billing and Support Azure Escalation team was established to provide extra support for customers who are experiencing billing and support challenges. In this role you will help triage issues and work across different internal teams to identify a successful path towards resolution in a timely fashion. You will engage directly with Customer Success Architects and end customers where applicable to keep them updated on the current status of their issue as well as any next steps. You will also work to analyze trends emerging and categorize and document with the goal of building a recommendation to remediate.Core responsibilities include:

• Triage open support cases based on criteria including days open, spend, and account profile
• Build an escalation path for issues not getting resolved in a timely fashion
• Act as a central liaison between Customer Service and Support, Global Finance, Engineering and other internal teams as applicable to drive for case resolution
• Work cross-functionally to remove key blockers, streamline communications, and clarify decision points within active cases
• Communicate key updates to our internal stakeholders
• Triage high impact customer scenarios for proactive escalations
• Identify opportunities to mitigate support issues through Customer Success team through improved customer experiences and communications
• Work to aggregate and summarize common issues for executive reviews to drive corrective actions
• Contribute to and/or lead on additional strategic projects as business needs arise