With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.
Within CE&S, the Customer Service & Support (CSS) organization builds trust and confidence for every person and organization through delivering a seamless support experience. In CSS, we are powered by Microsoft’s AI technology to help consumers, businesses, partners, and more, resolve their issues quickly and securely, helping prevent future problems from occurring and achieving more from their Microsoft investment.
As a Senior Support Engineering Manager, you will lead a team of support engineering roles with deep product knowledge that resolve customer technical issues. You will manage the customer relationship from a support standpoint, enable your team to deliver a great customer experience and drive Microsoft Product Improvement. This opportunity will allow you to accelerate your career growth and hone your customer relationship management skills. You will develop deep technology industry knowledge and become adept at building and leading diverse teams.
This role is flexible in that you can work up to 50% from home.
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.
Responsibilities
ピープルマネジメント
リーダーシップ原則を実践し、責任を促進し、優秀な人材の獲得と定着を図ることで、複雑な顧客の技術的課題を解決する製品エキスパートのチームを率いています。
対応と解決
技術サポートに関する顧客との関係を管理し、サポートエンジニアが障害を取り除くためのエスカレーションポイントとして機能します。
準備状況
チームが優れた顧客体験を提供するために必要な技術スキルを備えていることを確保します。
製品／プロセス改善
チームが製品フィードバックサイクルを理解し、ケーストリアージ会議に参加するようにします。自動化やツールの導入に適したリソースを特定します。
ビジネス統合
他のチームや組織との効果的な連携を促進し、優れた顧客体験を実現するためのエンゲージメント戦略を確立します。
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.
Qualifications
必須資格
①下記のうち何れかの経験
• オペレーショナル・エクセレンス、デリバリーマネジメント、アカウントマネジメント、営業、またはベンダーマネジメントのいずれかの分野での5年以上の実務経験は
• コンピューターサイエンス、情報技術（IT）、または関連分野の学士号を取得しており、上記分野で3年以上の実務経験
• または上記何れかと同等の経験
②2年以上のピープルマネジメント経験
言語要件
•日本語：読み書き・会話ともに流暢であること
•英語：読み書きに自信があり、ビジネスレベルの会話力を有すること
私たちのチームでは、日本国内のクライアントに日本語でサービスを提供しています。
社内の開発チームや関連チームとは英語でコミュニケーションを取る必要があります。技術文書や社内トレーニング資料を英語で読解に加え、英語でのメールやチャット対応、会話が発生します。AIツールの活用が推奨されていますが、英語の基礎的な能力があり、語学力向上への意欲が高い方を優先的に採用しています。
Required Qualifications
• 5+ years of operational excellence, delivery management, account management, sales, or vendor management experience
o 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
o OR equivalent experience
• 2+ year(s) of people management experience
Language Qualification
• Japanese Language: fluent in reading, writing and speaking
• English Language: confident in reading and writing; business level spoken English skills
We provide services to local clients in Japanese.
You will also collaborate with internal development teams and be required to read and write technical documentation and internal training materials in English. While the use of AI tools is encouraged to support your work, we give preference to candidates with a solid foundation in English and a strong willingness to improve their language skills.
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.
