Senior Support Planner at Microsoft

Senior Support Planner Details

Dec. 6, 2018, 7:39 p.m.
Individual Contributor
Issaquah, WA
and Engineering team Customer's Support Experience
Do you have passion for defining the Customer's Support Experience with Windows Consumer? Do you believe Customer satisfaction is core to the success of any business? Do you thrive on analyzing data, customer feedback and industry trends to inform the core strategies that will move Customer Support forward? Are you experienced at executing on business roadmaps? Are you adept at communicating with Sales and Service, Marketing, Business, and Engineering teams? Do you thrive in a fast-paced and complex work environment where ambiguity is the norm? If you have answered yes to these questions, then this role may be for you. As Microsoft transforms to help customers achieve more in a mobile-first and cloud-first world, support plays a critical role. To do this, we must deeply understand customers' real needs, and design, implement and manage support experiences that meet those needs. Support Planners will spend time walking in the customer's shoes, through our portals (product, online, assisted)

Design the Experience journey for our Windows customers to find help through in-product, online, community or assisted support capabilities. Understand internal and External Support Experience landscape by evaluating current experiences. Maintaining a deep knowledge of industry and competitor support experiences. Document the intended customer-facing support experience for every scenario in the Support plan, for use by cross-CSS readiness teams. Engage key stakeholders across CSS and the company to gain agreement on the intended experience, secure budget, and drive Go-To-Market readiness activities
3+ years Project/Program Management Experience 3+ years Experience customer experience design or journey mapping Strong PM skills to drive ideas to solutions (removing the roadblocks) Strong analytical ability and effective at using multiple data sources to drive change Proven strategic thinking and orchestration of complex business planning Strong knowledge of how to use market intelligence and competitive landscape information Proven project management skills Demonstrated cross-group engineering and marketing relationships a necessity Strong verbal, written and presentation skills Demonstrated
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