Customer Experience Transformation Specialist
3 semanas atrás
We are seeking a Customer Experience Transformation Specialist to lead a team of product experts in resolving complex customer technical issues. As a key member of our Digital Transformation Platform group, you will be responsible for managing customer relationships and collaborating with engineering/product teams to deliver a seamless support experience.
About the Role- Lead a team of Support Engineers with deep product knowledge to resolve customer technical issues.
- Manage customer relationships from a support standpoint and act as an escalation point for Support Engineers.
- Collaborate with engineering/product teams to fill document gaps regarding new and existing technology.
- 7+ years of operational excellence, delivery management, account management, sales, or vendor management experience OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field.
- 3+ years of experience managing people in a global organization.
- Strong customer service, communication, and interpersonal skills.
- Ability to set and communicate team and individual goals and communicate strategy, tactics, and behaviors required to achieve those goals.
- Flexibility and ability to adapt to ambiguous and changing situations.
- Ability to manage high-pressure situations.
- English Language: fluent in reading, writing, and speaking.
- People Management: Lead a team/group of product experts that solve complex customer technical issues.
- Response and Resolution: Manage the customer relationship with regards to Technical Support and act as an escalation point for Support Engineers.
- Readiness: Ensure your team has the technical skills required to provide a great customer experience.
- Product/Process Improvement: Communicate aggregated customer feedback and set operational frameworks and standards to drive product and process improvements.
- Business Integration: Identify opportunities to collaborate effectively across other teams and organizations to enable a great customer experience.
$120,000 - $150,000 per year, depending on location and experience. Microsoft offers industry-leading healthcare, educational resources, discounts on products and services, savings and investments, maternity and paternity leave, generous time away, giving programs, and opportunities to network and connect.
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